Job Description

The Opportunity

The New Patient Training Coordinator will act as a professional representative of our organization to users of Cala Health products and services. This role involves working closely with customers to schedule their training sessions, understand their needs, provide training and support for our patients, and ensure maximum value for our products. This individual will report to the Customer Success Manager and will not have any direct reports. This position is a remote role with specific hours between 8am-12pm Pacific Standard Time. Shift times may vary based on business need.

This is a temporary contractor role. The pay range for this role is $25-$30 per hour.

A Day in the Life

• Establish and maintain superior relationships with patients
• Act as a knowledgeable company representative by effectively interacting with potential patients / customers and existing, new and potential clinicians
• Develop and maintain superior knowledge of company products and their use
• Provide onboarding support to all new patients via outreach, scheduling, and automated scheduling services
• Conducts patient outreach and support as required
• Responsible for reporting and tracking of all New Patient Training scheduling activities
• Act as a subject matter expert and resource relative to patient training for internal customers and the Customer Care team
• Responsible for accurate and timely documentation of required interactions
• Act as a patient advocate, voice of the customer and as a resource for internal customers requiring patient feedback
• Support Territory Managers as needed
• Support company goals and objectives, policies and procedures, Good Manufacturing Practices, and FDA regulations
• Perform other duties as assigned

Skills and Experience

• Bachelor’s degree or equivalent level of experience required
• 3+ years of experience in direct customer interaction, with additional experience in the medical device industry being an advantage
• Demonstrated track record of outstanding customer focus
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams
• Proficiency with customer relationship management (CRM) software and other relevant tools
• Proven problem-solving skills
• Bilingual (English/Spanish) is a plus