Finding a good job is very good.

Finding a good job in a dynamic, growing company is great.

Finding a great job in a world-changing organization is a once-in-a-lifetime opportunity.  

Welcome to Proteus Digital Health, where we’re pioneering a new category of products, services and data systems based on ingestible computing. Our core technology – the digital health feedback system – provides an unprecedented view into an individual’s personal health choices and physiologic response. This care-altering feedback system enables patients to better manage their health, allows more effective collaboration with caregivers and clinicians, all while enabling new information-based business models.

What Amazon did with books, and Apple did with music, Proteus is poised to do with digital medicine. Come join our unique collection of innovative scientists, engineers, market makers, designers, doctors, developers, clinicians, and other digital health industry pioneers, and help us dramatically improve the lives of tens of millions across the globe.

Learn more about what we do (video): https://proteus.app.box.com/BuildersandInnovators

Job Title: Healthcare Customer Support Specialist (Medical Device/Technology) Bilingual-Spanish

Team: Customer Partnering and Operations

Reports To: Customer Support Operations Leader

The energy and culture at Proteus is a contagious mix of passion, focus, relentless determination, and serious fun. Proteans are mission-minded and collaborate in a way that’s refreshingly encouraging. With all of this comes success and then growth, which is why you’re reading this now because we are seeking an experienced Healthcare Customer Support Specialist (Medical Device/Technology).

In this role, you will be responsible for providing superior, front-line customer service to domestic internal and external customers, in a professional and timely fashion. Key activities will include troubleshooting, managing inquiries, performing outbound calls, and supporting customer relationships. This role has direct interaction with our external customers (HCPs, caregivers, and patients) and internal customers (field and tier 2 support specialists) on a regular basis. All interactions with our customers are to be handled in a professional, helpful and timely fashion to ensure the highest level of customer satisfaction and ensuring attention to compliance requirements. But it doesn’t end there. Here’s a summary of this great opportunity:

• Serve as the primary remote contact for patients, healthcare professionals and caregivers
• Gain an in-depth understanding of the product portfolio in order to provide comprehensive troubleshooting and customer support
• Document patient requests, issues, product complaints, adverse events, returns and supply requests per standard operating procedures and FDA regulations
• Handle questions related to the usage of the products providing instructions and guidance
• Follow up with patients after on-boarding to: Offer support about product usage; proactive triage of issues; Address questions or concerns; Document patient feedback about the product; Upon request, facilitate the solicitation and tracking of suggestions, comments and ideas related to product improvements
• Organize and track return of faulty product
• Escalate all complex technical issues to next level of support
• Support information intake and tracking from Proteus field support personnel
• Distribute surveys to users and track response rate, including follow up with user

• Bachelor’s degree, currently pursuing a university degree, or equivalent experience
• Added plus for concentration in psychology, counseling, case management and related academic or healthcare professional fields
• Minimum 1-3 years of experience in a customer support healthcare environment
• Bilingual (Spanish) required
• Technical troubleshooting skills in mobile, cellular, and/or software business environment preferred
• Excellent customer service skills in healthcare consumer-based environment with natural aptitude toward empathic listening and engagement
• Strong interpersonal and collaboration skills
• Strong technical aptitude
• Ability to adapt to a rapidly changing environment
• Pro-active problem solving skills with strong attention to detail
• Work with minimal supervision while exercising good judgment and displaying effective work habits
• Analytical thinking
• Sensitivity towards cultural differences
• Salesforce or equivalent, Microsoft Office Suite, Windows Operating Systems, and Internet applications
• Potential on call/weekend work rotation
• Superb verbal and written communication skills
• Ability to work both independently and collaboratively with small, cross-functional teams

Reasoning Ability

Ability to apply principles of logical thinking to a wide range of intellectual and practical problems.

Physical/Mental Demands

The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands and/or fingers to handle or feel; reach with hands and arms; talk and hear. The employee is occasionally required to stand and walk. The employee may occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

Ready for the ride of your life? We’re looking forward to receiving your resume!

We provide our employees with a great benefits package, which includes: medical/dental/vision insurance, 401K, paid time off (PTO)—including your birthday off, employee stock options, a bright & awesomely designed physical work space, a complimentary wearable device (i.e. Fitbit), fitness centers, and, of course free snacks & beverages.

About Us: Proteus has received FDA market clearance in the U.S. and a CE mark in Europe for its wearable and ingestible sensor devices. Headquartered in Redwood City, Calif., Proteus is privately held and funded by Carlyle, Essex Woodlands, Kaiser Permanente, Medtronic, Novartis, Otsuka, Oracle, ON Semiconductor and other investors.