Patient Training and Support Coordinator

Our DNA

We’re here to empower people to experience greater control over their chronic conditions and more freedom in their daily lives. Our science-first approach and rapid yet rigorous clinical development means we seek excellence in everything we do for customers and our teammates. Inspired by our work, and the talented team members who work with us, we’re united in our collective goal to bring about improved, lasting patient outcomes. Join us in building a better future. 

The Opportunity

Cala Health is seeking a Patient Training and Support Coordinator to join our growing team. The role will report to Customer Success management. This individual will act as a professional representative of our organization to new and existing patients and customers.

Specific Responsibilities also include:

• Establish and maintain superior relationships with patients and customers.
• Act as a knowledgeable company representative by effectively interacting with patients and customers.
• 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.
• Responsible for maintenance and administration of all scheduling systems and technologies.
• Conducts patient outreach and support as required.
• Responsible for reporting and tracking of all patient onboarding activities.
• Responsible for accurate and timely documentation of required interactions; maintains knowledge of product developments associated with case handling and escalation as required.
• Act as a subject matter expert and resource relative to patient training for internal customers and the Customer Care team.
• Educate customers regarding product features, benefits, offers, and payment options.
• Act as a patient advocate, voice of the customer and as a resource for internal customers requiring patient feedback.
• Support company goals and objectives, policies and procedures, Good Manufacturing Practices, and FDA regulations.
• Perform other duties as assigned.

Desired Skills and Experience

We are looking for an individual who is motivated by the opportunity to make a difference in people’s lives. This individual must be highly organized, detail oriented and enjoy working with a team of Customer Success professionals, providing superior technical support to patients in a dynamic, fast-paced startup environment, exemplified by:

• Excellent communication skills.
• Demonstrated track record of outstanding customer focus.
• Minimum 3 years’ experience in healthcare, medical technology, or related field.
• Experience with CRM software; cellular applications and reporting tools.
• Bachelor’s degree.
• Bilingual a plus (English/Spanish).