Job Overview:

The client is seeking a Patient Support Associate to assist patients using the client's devices. This role focuses on onboarding patients, guiding them through their first experience with the VR device, and providing friendly phone and email support as they begin their therapy.

The ideal candidate is patient-focused, comfortable speaking on the phone, and able to guide users step-by-step through device setup and basic troubleshooting. This role works closely with the Customer Support and Operations teams to ensure patients feel confident using their prescribed VR therapy device at home.

Schedule:

• Monday-Friday, 12PM-9PM Eastern Time (40 hours per week)

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Responsibilities

• Conduct onboarding phone calls with new patients to introduce them to their VR therapy device and guide them through initial setup.
• Walk patients through device setup, calibration, and first-time use of our VR platform.
• Provide basic troubleshooting and support for common issues related to VR headsets, connectivity, and account access.
• Respond to patient inquiries via phone, email, and support platforms in a timely and professional manner.
• Document support interactions and onboarding calls in Zendesk and CRM systems.
• Escalate more complex technical issues to the Customer Support or Technical teams when needed.
• Maintain a compassionate, patient-centered approach when assisting patients who may have varying levels of technical comfort.
• Help ensure patients feel confident and supported as they begin their therapy at home.

Requirements

• 1+ year of experience in customer service, technical support, or patient support.
• Strong verbal communication skills, especially over the phone.
• Ability to explain technical instructions in simple, clear language.
• Comfortable guiding patients step-by-step through device setup.
• Experience using support platforms such as Zendesk, HubSpot, Salesforce, or similar tools is a plus.
• Strong attention to detail and ability to document interactions accurately.
• Experience supporting healthcare technology, medical devices, or consumer electronics is a plus.
• Comfortable working in a fast-paced, remote support environment.

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.