Clinical Support Specialist

As a Clinical Support Specialist, you will join a dynamic team dedicated to supporting patients and their families safely and effectively using our growing line of commercial products. Patient inquiries encompass a range of patient interactions, from guiding them through the onboarding process to resolving hardware issues. A proactive mindset and effective communication skills will be crucial in supporting our patients and their caregivers.

Responsibilities

Serve as the first point of contact for patients and caregivers, building trust, addressing inquiries, troubleshooting issues, and providing timely resolutions.; Guide new patients through the onboarding process, ensuring a seamless introduction to the device and application.; Proactively share patient and caregiver feedback with internal teams to inform product development, process improvements, and strategy.; Help to maintain and update a knowledge base of tech support solutions, procedures, and documentation to assist and communicate with customers efficiently.

Requirements

Strong communication and interpersonal skills, with the ability to effectively engage and build relationships with patients and caregivers.; Excellent problem-solving abilities, with a proactive and solution-oriented mindset.; Ability to adapt quickly to evolving patient and caregiver needs, using judgment and initiative to move forward effectively.; Technical aptitude and the ability to quickly learn and understand complex software platforms.; Interest in healthcare and/or digital therapeutics or life sciences, with a commitment to improving patient outcomes.; Balance a high volume of patient and caregiver interactions and needs without compromising quality or responsiveness.

Nice to have

Experience in the healthcare or pharmaceutical industry, with knowledge of regulatory requirements and compliance standards.; Experience with customer service software (e.g., Zendesk, Salesforce); Familiarity with digital therapeutics or medical devices.; Experience working in a startup or fast-paced environment, with the ability to adapt to change and navigate ambiguity.

Benefits

Meaningful, purpose driven work on a life-changing product; Opportunity for growth across various functions; Collaborative, supportive, smart and fun team; Generous paid time off: vacation, sick and volunteer time off; Downtown Portland, Maine office: Inviting office in the heart of the Old Port