SUMMARY OF ROLE:

We are seeking a Customer Service Representative who is passionate about delivering exceptional support to patients and their caregivers during critical moments. This is a unique opportunity to join a mission-driven team and directly impact patient lives. 

RESPONSIBILITIES:

• Serve as the first point of contact for patients and caregivers, addressing inquiries and concerns with empathy, professionalism, and urgency. 

• Manage inbound and outbound communication via phone, email, and SMS, ensuring timely and accurate responses. 

• Collaborate cross-functionally with Engineering, Product, and Clinical teams to resolve customer issues quickly and effectively. 

• Support the development and refinement of scalable processes and automation tools that enhance operational efficiency. 

• Take ownership of escalated issues to ensure prompt resolution and a positive customer and patient experience. 

• Monitor daily case flow from initiation to resolution, ensuring high levels of satisfaction throughout the customer and patient journey. 

• Identify emergency situations and follow established escalation protocols to ensure patient safety. 

• Participate in a rotating on-call schedule and be available to work nights, weekends, and holidays as needed. 

• Embrace a flexible mindset and proactively support the broader team and business needs. 

QUALIFICATIONS:

• Bachelor’s degree preferred, or equivalent combination of education and professional experience. 

• Minimum of 3 years of experience in a patient care, healthcare support, or clinical customer service role within medical device or pharmaceutical industries.

• Exceptional interpersonal and communication skills, with the ability to interact empathetically and effectively with patients, caregivers, and internal team members. 

• Strong critical thinking and problem-solving abilities, particularly in high-pressure, time-sensitive situations. 

• Demonstrated ability to exercise sound judgment when handling sensitive customer concerns or urgent issues. 

• Comfortable working both independently and as part of a fast-paced, collaborative team. 

• Proficient in CRM platforms, phone systems, Microsoft Office, Google Workspace, and general computer literacy. 

• Strong written and verbal communication, including clear documentation and professional presentation of information. 

BENEFITS:

Element Science offers a very competitive salary and benefits package including, but not limited to:

• Stock Options
• 90% employer-paid medical, dental, and vision insurance
• Company-paid Basic Life Insurance
• 401(k) retirement plan (Traditional and Roth)
• Competitive Paid Time Off
• Paid Holidays
• FSA (Flexible Spending Accounts)
• HSA (Health Savings Account)
• Employee Assistance Program through PEO