[ref. f31570217] HFX Coach - Patient Experience - Redwood City

About Nevro:

The company started with a simple mission to help more patients suffering from debilitating pain and developed its proprietary 10 kHz Therapy, an evidence-based, non-pharmacologic innovation that has impacted the lives of more than 100,000 patients globally.

HFX iQ, Nevro’s latest innovation, is the first and only SCS System that uses Artificial Intelligence to optimize and maintain pain relief using each patient's response1.Nevro’s unique support services provide every patient with an HFX Coach™ throughout their pain relief journey and every physician with HFX Cloud™ insights for enhanced patient and practice management.

Nevro also recently added a minimally invasive treatment option for patients suffering from chronic sacroiliac joint ("SI joint") pain and now provides the most comprehensive portfolio of products in the SI joint fusion space, designed to meet the preferences of physicians and varying patient needs in order to improve outcomes and quality of life for patients.

Job Summary & Responsibilities:

The HFX Coach, part of the patient success team, plays an important role in ensuring superior outcomes with Nevro’s therapy. The HFX Coach interacts with patients to provide technical and product expertise. The position is part of the Customer Excellence group and will work in collaboration with Sales Representatives, Therapy Consultants, and internal teams.

• Ability to effectively communicate directly with patients verbally by phone or email.
• Serve as a resource for clinical patient support for issues relating to device troubleshooting, and Company product inquires.
• Provide exceptional clinical education on Company products and related procedures while responding to detailed technical inquiries from patients.
• Respond to all patient and field communications in a timely manner. Responsible for reporting all complaints regarding products to the appropriate Company personnel within the required time frames.
• Provide appropriately documented follow-up on all patient interactions to the sales team. Consult with other internal Nevro departments when needed to maintain solid clinical outcomes.
• Perform continued patient follow-up to assure optimal patient outcomes.
• Strong analytical skills and proficiency in the use of modern computer technology and software.
• Travel 5-10% for training, conferences and occasional field support.
• Other duties as assigned.

Role Requirements:

• Bachelor’s degree required or equivalent years of experience may be substituted for the education requirement.
• This position requires being available during all pre-determined hours.

Skills and Knowledge:

• Experience in a consultative role a plus.
• Customer service experience a plus.
• SCS experience and/or patient interaction experience preferred
• Strong written, verbal and phone communication skills
• Detail orientated
• Analytical skills, including statistical analysis.
• Strong Microsoft Excel skills
• Comfort and adaption to advanced technologies
• A desire to engage in patient interaction
• Demonstrated ability to develop and build relationships.

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Target Pay Range:

*Nevro is a multi-state employer, so the target pay range may increase or decrease depending on the city/state.

Full-time Nevro team members enjoy a full suite of additional benefits such as market-leading medical, dental, and vision benefits, 401k matching, ample vacation time, pre-tax savings perks, tuition reimbursement, Employee Stock Purchase Plan (ESPP), short and/or long-term incentive opportunities, recognition awards, volunteer time off, and several employee resource groups that focus on supporting our Wellness, Leadership Development, and Diversity and Inclusion.”

EEO Statement:

Nevro offers equal employment opportunity, regardless of race, color, creed, religion, national origin, marital or family status, sex, sexual orientation, gender expression (including religious dress and grooming practices), gender (including pregnancy, childbirth or medical condition related to pregnancy or childbirth), physical or mental condition, protected veteran status, disability, age or other characteristics protected by laws.