Job descriptionAbout the opportunity:
If you are motivated by meaningful, impactful work, we invite you to join our team! In this critical role, as the Patient Onboarding & Retention Specialist, you will directly impact the lives of people with diabetes by bringing them forward-thinking technology to simplify their lives. You will execute objectives specific to Eversense, the first implantable continuous glucose monitoring (CGM) system to deliver sales for focus accounts. You will be responsible for the onboarding experience for all of our newest patients, ensuring they are set up for success, have proper set up & training processes. You will be responsible for ensuring the proper tools are identified and implemented to ensure patient satisfaction. The primary goal of this role is to ensure seamless patient onboarding driving long term adoption and retention. Eversense is an exciting new product offering for Ascensia, and you will be working with a dedicated and highly collaborative team.
Location: This position is a remote position and can be located anywhere in the United States.
What you will be doing:
Implementation of all business activities related to patient onboarding. This includes working with cross functional teams within the CGM division at Ascensia Diabetes Care.
You will work cross functionally to advocate for patient needs and help create a frictionless process for our patients.
Ensure patients are set up and running quickly and appropriately trained to increase adoption and retention, while reducing the number of technical calls into Customer Service.
Act as the primary voice of customer as you onboard new customers and set them up for success, identifying any and all requirements and technical challenges and working with the product and solutions teams to solve / resolve issues
Create and execute a customized onboarding plan inclusive of an agreed upon outcome for all new patients, ensuring we are fast-tracking value, optimizing patient engagement and setting patients up for long term success
Work with Supervisor to proactively identify and resolve blockers, escalations and risk on accounts, collaborating with Support, Sales, Product, Clinical and leadership teams
Required to identify what is working well, what isn’t working well and what processes need to be modified or added to drive desired outcomes.
Responsible to review established KPI’s to measure success or identify when a process isn’t working, why it isn’t working and what needs to be changed ensuring identified KPI’s are consistently met.
What you need for success:
Education: Bachelor’s degree
Experience: 2+ years of proven track record and performance with previous responsibilities in patient experience and onboarding within the Diabetes and CGM space
Must demonstrate excellent oral and written communication skills, be financially astute, and have computer proficiency.
Must have previous experience working with cross-functional teams.
Must possess highly developed cognitive and problem solving skills along with the creative solutions necessary to design innovative solutions that solve patients issues.
Salesforce experience preferred
Travel required: 5%