Personal Support Specialist Jobs

About Orpyx

Orpyx is a leading digital therapeutics company that is committed to extending healthspan for people living with diabetes through personalized remote care. Our flagship product, the Orpyx SI® Sensory Insoles, is transforming diabetes care by helping prevent diabetic foot ulcers, a major complication of diabetes that can lead to amputation. Our dedicated remote patient monitoring team, comprised of credentialed providers and nurses, utilizes advanced data science methodologies to provide personalized support and triaged clinical escalation. With our whole-person approach, Orpyx empowers people to take control of their health, prevent debilitating complications and extend their healthspan. We are an ISO 13485 company committed to providing quality medical solutions that consistently meet customer needs and regulatory requirements.

Who we are

The people at Orpyx are flexible thinkers and creative innovators. We come from a variety of backgrounds and carry a wealth of expertise in multiple industries, including medical, technology, software, marketing, and finance. What we all have in common is an intense passion for the work we do. We have an extraordinary collection of talent that makes working here fun, unique and inspiring. Our hiring goal moving forward is to continue to build and grow a strong, effective team, while maintaining our friendly and innovative company culture.

What we offer

• 3 weeks’ vacation, and paid flex and health days
• RRSP matching program
• Doing work that matters: an opportunity to work with cutting edge medical technology at a growing company focused on extending the healthspan for people living with diabetes
• Hybrid work environment
• Competitive salary
• A great place to work, we have a sport team in Calgary, annual in-person events, and team events every second Friday
• Employee stock option plan
• Employer paid health care benefits after 3 months

What you’ll do

Reporting to the Manager, Client Services and working as part of a cross-functional team, the Personal Support Specialist plays a vital role in delivering the best patient and provider experience, which is one of our core values.

The Customer Care team is a progressive and respected group that is instrumental in identifying, resolving, and reporting on matters that affect technical efficiencies. We are high-value contributors, responsible for providing technical support and exceptional customer service to patients and the health care professionals that incorporate our product in their patient’s care routine. The Customer Care team drives continuous improvement by sharing and reporting on customer input and feedback to influence further adaptations to Orpyx products.

This role will maintain, and further develop the support analytics platform to support the company’s vision and future growth plans. This requires collaboration, effective communication skills, strength in customer service skills and an openness to feedback.

This includes:

• Maintain a clean, and safe working environment
• Assisting Clinical & Regulatory Affairs with customer care-related tasks
• Collaborating on customer service procedures, policies and standards
• Taking ownership of customer care questions and issues, and following through to timely resolution
• Analyzing customer care statistics and compiling accurate reports
• Empowering customers with patient education, product updates and general product assistance
• Acting as the initial point of contact for customers
• Providing exceptional support to patients and clinics in a high-volume, fast-paced team environment
• Forwarding incoming feedback or requests related to Sales, Marketing, Product Management, or other departments as required
• Communicating and resolving support issues within the organization
• Maintaining accurate records and documenting customer care-related actions and discussions
• Performing duties in a manner that is consistent with and committed to upholding the requirements of the quality management system
• Managing inbound and outbound calls and requests from clinics and patients to gather feedback and provide technical and customer service support

Additionally, due to the ever-changing and sometimes chaotic environment of an early-stage high-tech company, the Personal Support Specialist may assume additional responsibilities, as required.

What you’ll bring

• Patience and confidence interacting with a diverse clientele
• Proficient at technological troubleshooting and able to understand how multiple smartphone platforms operate
• English proficiency required. Fluency in foreign language(s) considered an asset (Spanish preferred)
• Ability to coordinate several internal and external projects simultaneously
• Proven record of professional and effective customer communication skills is essential
• Provide reports and data as requested
• Ability to thrive in a rapidly growing, fast-paced, high-tech start-up environment
• Excellent oral and written communication skills; ability to translate technical information into everyday terms
• Demonstrated ability to establish customer rapport, build relationships and diffuse conflict situations effectively
• Familiarity with quality management systems (ISO:13485) and HIPAA/PIPEDA standards considered an asset
• Ability to accurately analyze information and navigate complex systems
• Proven self-motivation and ability to deliver under pressure
• High school diploma is required. Some post-secondary education or bachelor’s degree or equivalent considered an asset. Will consider relevant experience a substitute in some cases
• Proficiency with Microsoft Office suite is required; experience with Atlassian and/or Zendesk suites an asset
• Minimum 3 years in customer service and or a clinical field with patient management experience (remote or in person)
• Demonstrated excellent attention to detail, decision-making, problem solving and critical thinking skills
• Shows up with an open mind, and an ability to adapt in a rapidly changing environment

The details

Employment status: Permanent full time.

Schedule: Full-time, 40 hours per week from Monday to Friday. Overtime may be required periodically, depending on operational needs. Must be able to work statutory holidays as required.

Work location: Calgary, Alberta. This position is offered as a local position with the option to work from home. Our offices are located at Unit 205 - 1240 20 Ave SE, Calgary, AB, T2G 1M8. You may choose to work from home with prior manager approval. Please note there may be times when you are required to work in the office.

Application instructions and deadline: Please submit a cover letter and resume that outlines why your skills, experience and personality would make you an excellent candidate for this role at Orpyx by June 14, 2023.

For more information, visit: https://www.orpyx.com