Job details
Salary up to $50,000 a year job type full-time number of hires for this role 1
Qualifications
Associate (preferred)
Full job description
Renovia is an early-stage commercial medical device company dedicated to discovering and delivering first-line digital therapeutic and diagnostic devices for women with pelvic floor disordersLed by an experienced team of life science and early stage technology veterans, renovia attracts and retains exceptional talent with our collaborative culture, passion for our work, and commitments to compliance, clinical research and employee development.
The women’s center is a group of passionate and caring individuals who provide support for women using renovia’s productsThis is an excellent opportunity to join an organization that provides growth opportunities for ambitious individuals looking to build a career in the women’s health sector.
Purpose
The renovia consumer coach/educator role communicates the value of pelvic floor muscle training using the leva® pelvic digital health system, empowering women to make an informed choice about their pelvic health through superior service and accuracy of informationThis role works closely with the field sales and internal team members to provide the best patient experience possible.
The successful candidate will demonstrate the ability to work effectively in a key cross-functional role with internal and external stakeholders, to learn complex technical material related to health care and women’s health, and to ensure a positive and professional customer experience while consistently focusing on helping customers gain maximum benefit from our productIn addition, the successful candidate will be proficient in conversational spanish.
Expectations
Clear alignment with renovia’s women center core values:
· commitment to patients and innovation
· sense of urgency
· open culture
· passion for excellence
Responsibilities
The hours for this position are monday - friday 9am-6pm pst.
· educate and motivate new customers on how to maximize the benefits of our product by ensuring customers have a thorough understanding of appropriate use and supporting them to achieve their personal pelvic health goalsThis will include:
O provide on-boarding call that ensures our customer is comfortable using the product
O ask personal health questions to better understand customer’s pelvic health goals
O check in with customer regularly over first 12 weeks to address concerns and motivate adherence
O build strong relationships and trust with customers that will lead to long term brand loyalty
· handle inbound calls from potential customers who have learned about renovia’s products from their physician, their physical therapist or from marketing campaigns, including 100% of the spanish-speaking women interested in renovia’s products.
· communicate with women about intimate health care issues and anatomical functions in a mature and professional manner, with patience, empathy and maturity.
· deliver superior customer service on all inbound and outbound calls, emails and/or chat sessions.
· document each customer profile and interaction accurately and thoroughly in the systems according to internal procedures.
· review recorded calls with manager to identify best practices and areas of opportunity, and work with manager to implement changes as a result of customer feedback.
· maintain a high level of product knowledge, competitive product knowledge and an understanding of market dynamics that may impact sales.
· provide frequent feedback and suggestions to support an environment of continuous process improvement.
· ensure customer data, including personal, credit card and health information, is protected as explained in renovia’s regulatory and compliance policies.
· ensure quality standards are met per company quality policy.
· perform a broad range of customer support and administrative tasks, and other duties as assigned.
Qualifications
· education and experience: bachelor’s degree and 3+ years’ support experience, preferably in medical device, pharmaceutical, healthcare or consumer product related field.
O knowledge of and experience supporting patients in women’s health is preferred.
O experience working in a high-volume contact center environment is preferred.
O experience with salesforce or other crm system is preferred.
· communication skills: delivers oral and written communications that make an impact and persuade their intended audiencesEffectively handles interactions at all levels and appropriately responds to sensitive situationsProficient in conversational spanish.
· results orientation: focuses on the solution and drives for positive resolution and results consistentlyDemonstrates persistence and creative problem-solving skills to address obstacles and challenges to deliver successful outcomes.
· accountability: demonstrates ownership and resolve for producing high quality work and exceptional serviceEnsure agreements and commitments throughout the process are fulfilled in a timely manner.
· effective self-management and action orientation: thrives in a fast-paced environment and operates with a sense of urgency and passion for achieving sales goalsDemonstrates the ability to work well under pressure and maintain composure in the face of difficult and/or challenging situationsEffectively handles multiple challenges or tasks through prioritization and multi-taskingAppropriately escalates issues requiring additional support to manager.
· customer service: provides customers, both internally and externally, with a high level of service related to all inquiries, orders and shipmentsHandles inbound calls, performs outbound calls, and correspondence as needed to ensure customer satisfactionResponds to all customer contact promptly, efficiently and accuratelyAdvocates for customers internallyDemonstrates ability to successfully resolve customer issues including order discrepancies, complaints, billing and shipping issues.
Physical requirements (if applicable):
· this is a remote work position and requires employee have a quiet, private area to perform workComputer and headset will be provided by the company, and the employee is responsible for the cost of sufficient internet speedMore details will be provided during the interview process.
· the ability to work outside normal business hours to meet business objectives is required.
· requires sitting and standing associated with a normal office environment.
· manual dexterity needed for using a computer keyboard.
· lightweight lifting may be required.
· minimal business travel as required.
· reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required travel: < 10%
About renovia:
Renovia was formed to develop and commercialize products for better first-line diagnosis and treatment to improve the condition-specific quality of life for millions of women with pelvic floor disordersRenovia`s technology enables treatment via precise visualization of pelvic movement in real time during pelvic floor muscle training, while monitoring usage and progress over timeAs a women`s health organization, renovia is in pursuit of scalable and cost-effective care for pelvic floor disorders delivered through the power of digital healthFor more information, please visit www.renoviainc.com.
Renovia is an equal employment opportunity employerWe are committed to the policy of providing equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, veteran status, disability or national origin.
Job type: full-time
Pay: up to $50,000.00 per year
Schedule:
Monday to friday
Overtime
Supplemental pay:
Bonus pay
Education:
Associate (preferred)
Work location:
Fully remote
Work remotely:
Yes
Work location: remote
