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Customer Service Tech
Austin, Texas  |  Remote
Contract Position
It appears that you have already applied to this job.
Applied on June 30, 2022
Job Id #57153 Posted June 21, 2022

Job Description:

  • Company is a medical devices and health care company with headquarters in the Company  Park Business Center in Lake Bluff, IL.
  • Founded by Chicago physician Wallace Calvin Company in 1888 to formulate known drugs; today it sells medical devices, diagnostics, branded generic medicines and nutritional products, with a presence in over 160 countries.
  • The company culture places a value on innovation, diversity, collaboration, personal development and growth opportunities.
  • If you choose a career with Company, you will find yourself continually challenged and engaged, and pushed to meet and exceed your personal development goals.
  • Your hard work will be rewarded by health programs, workplace flexibility and benefits, which include employee and retiree medical coverage, health and wellness programs, commuter benefits, childcare solutions, an innovative phased retirement program and many other world-class options.


  • Company is a global healthcare leader that helps people live more fully at all stages of life.
  • Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines.
  • Our 103,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION: Patient Support Specialist (Therapy Navigator)

  • At Company, we're committed to helping people live their best possible life through the power of health.
  • For more than 125 years, we've brought new products and technologies to the world in nutrition, diagnostics, medical devices and branded generic pharmaceuticals that create more possibilities for more people at all stages of life.
  • Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

The role

  • We are seeking an experienced patient support representative to join the Company Therapy Navigation Team for Company industry-leading chronic pain and neurological disorder therapies portfolio.
  • As a core member of this team, you will be responsible for building and developing patient relationships that will promote therapy and product support, brand loyalty, and assist the overall department in achievement of excellent customer satisfaction. This position will join a newly formed team consisting of clinical and non-clinical personnel focused on executing patient education strategies.
  • The Therapy Navigation Team Associate will require an overall ability to develop strong relationships both internally and externally, work as a team to achieve department goals/KPI s and be a strong contributor to our mission of patient support.

Main Responsibilities

  • The Therapy Navigation Team Associate will report to the Division Vice President, Medical Affairs, in the interim before manager position is filled; he/she will be responsible for building a strong relationship with patients through outbound support calls.
  • Outbound support calls to prospective patients to educate on Company chronic pain therapies.
  • Effectively and articulately gathers data, provides information, and records detailed information from support calls in CRM.
  • Collaborates with other internal departments to ensure a strong and positive patient experience.
  • Facilitates access to the appropriate treatment center, performs follow-up call with patients, and provides additional information as needed.
  • Ability to empathize, acknowledge and convey compassion in all call interactions.
  • The Therapy Navigation Team Associate assists in promoting the Company brand, increases product awareness and assists the overall organization in achieving its goals.
  • Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
  • Must comply with U. S. Food and Drug Administration (FDA) regulations, other regulatory requirements, company policies, operating procedures, processes, and task assignments.
  • Performs other related duties and responsibilities, as needed and/or assigned.


  • Associate Degree in Business, Communications or Science. Experience can be substituted for degree.
  • Must have previous inbound/outbound call center experience.
  • Three (3) years of sales/marketing/patient support experience
  • General Microsoft office and PC skills a must. Previous Salesforce experience a plus.
  • Must be able to contribute to team ideas, complete projects on a smaller scale, and assist in driving product sales.
  • Requires ability to contribute to the overall team direction, make recommendations, and advocate on behalf of the patient.
  • Ability to work in a highly matrix and geographically diverse business environment.
  • Knowledge/ability to navigate in general PC environment.
  • Requires strong written and oral communication skills.
  • Must be able to understand technical and scientific information.
  • Must be able to multitask while speaking to callers and toggle between programs.
  • Medtech experience preferred but not required.
  • Strong organizational and follow-up skills, as well as strong attention to detail.
  • Ability to maintain regular and predictable attendance.
  • No travel.

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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