Patient Services Specialist

POSITION SUMMARY

The mission of the Patient and Physician Services team is to create life-long, loyal patients

for Inspire by providing excellent service directly to patients, health care professionals

(HCPs), and employees. Specialists in this role will have daily interactions with current

Inspire patients, Inspire employees, and HCPs regarding device function, addressing clinical

inquiries, and other technical questions and troubleshooting. Patient Services Specialists

are the first point of contact for patients implanted with Inspire therapy and are often the

liaison between field employees and HCPs. Interactions may occur via telephone, email,

text, chat, mail, fax, and in-person. Follow-up communications and/or research is often

necessary to effectively assist in fulfilling the request.

MAIN DUTIES/RESPONSIBILITIES

• Provide expert-level technical support to patients, employees, and healthcare

professionals, ensuring a world-class service experience.

• Assess, analyze, and accurately document all relevant information to resolve

inquiries effectively.

• Communicate complex technical information in a clear, patient-friendly manner

while demonstrating empathy and professionalism.

• De-escalate and manage conversations with frustrated or highly emotional callers,

ensuring a positive resolution or sound judgment to determine when an escalation is necessary.

• Contribute to and/or lead projects supporting the expansion of Inspire services.
• Adhere to regulatory requirements, including device tracking, complaint handling,

HIPAA, and quality systems compliance

• Maintain robust knowledge of Inspire products, services, and insurance guidelines.
• Offer peer feedback and quality oversight to enhance performance, encourage

consistency, and uphold service standards across the team.

• Participate in process improvement initiatives to enhance efficiency and patient

experience.

• Serve as liaison between patients and technical and marketing partners.
• Work with the Quality team to ensure timely reporting of potential adverse events

and product/therapy issues.

• This role occasionally requires coverage for some Inspire company holidays.
• This role requires extended periods of time doing computer-based and telephone

work in an office environment.

Experience:

Required:

• Bachelor’s Degree or equivalent work experience
• Strong communication skills-interpersonal, verbal, and written.
• 2-5 years required experience in a call center, customer service in a medical field,

or technical support role

• Be able to contribute to/lead projects supporting the expansion of services
• Proficient with computers and common Microsoft applications.
• Critical thinking/judgment and effective problem resolution

Preferred:

• Sleep study and sleep apnea background or knowledge
• Ability to understand basic device design information, function, electromagnetic

interference effects, medical applications, and generally accepted therapy.

• Basic human anatomy, physiology, and medical knowledge.
• Basic knowledge of medical device industry and specifically, Inspire

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