Manager - Patient Services

Position Summary

RxFunction is seeking a hands-on Patient Services Manager who will oversee the Patient Services Department and serve as point of contact for the patient customer, including: inquiries on the status of Walkasins system order; the coordination of shipments of the Walkasins system; coordinating service (warranty and non-warranty) on equipment as needed and documentation and resolution of complaints via Customer Feedback (CFB) system.

Performs all job duties while maintaining compliance with all appropriate regulatory requirements.

The Patient Services Manager works closely with Sales, Marketing, Engineering, Reimbursement, and the broader Patient Support team, including those focused on patient training and outcomes monitoring.

Responsibilities include, but are not limited to, the following:

• Oversees the Patient Services department; develops talent while working hands-on alongside.
• Communicate product order status and payer coverage with the patient customer obtaining acceptance of the product and any out of pocket costs; initiate shipment accordingly.
• Manage and respond to product feedback inquiries/calls from current patients and caregivers, thoughtfully guiding the conversation to a solution.
• Document customer feedback calls, process Customer Feedback (CFB) reports for any complaints or product issues ensuring accurate system tracking, follow-up, and closure.
• Provide feedback resolution and inform customers of next steps; work cross-functionally to ensure product replacement and return as required
• Explain and facilitate completion of appropriate forms for patients for whom copay presents a financial hardship.
• Create and maintain reports tracking customer feedback volume and trends to inform leadership.
• Share insights with the broader team, flag and elevate concerns, and identify opportunities to improve customer support process.
• Triage patient calls to other departments as appropriate.
• Update and maintain patient files and database records.

• Bachelor of Arts (BA) or Bachelor of Science (BS) degree
• 5 – 7 years of management experience in patient or customer-facing roles, ideally in medical device, healthcare, or a related field
• Proven ability to work independently while effectively leading and collaborating with cross-functional teams
• Excellent verbal and written communications skills, with the ability to explain complex information clearly to diverse audiences
• Proficiency with CRM and ERP systems as well as the Microsoft Suite

• Direct experience with product service and troubleshooting with patients
• Experience building foundational teams that support growth in emerging medical device companies
• Proven ability to manage conflict resolution with customers
• Strong organizational skills