Coach - Consumer (Remote)
Company: Renovia Inc.
Location: Fort Lauderdale
Posted on: January 15, 2022
Coach - Consumer (Remote)
All interested applicants please send your cover letter and resume
Renovia is an early-stage commercial medical device company
dedicated to discovering and delivering first-line digital
therapeutic and diagnostic devices for women with pelvic floor
disorders. Led by an experienced team of life science and early
stage technology veterans, Renovia attracts and retains exceptional
talent with our collaborative culture, passion for our work, and
commitments to compliance, clinical research and employee
development. -We are seeking candidates who live in PST/MST/CST
time zones only as we have met our EST hiring needs. Preference
given to candidates with flexible schedules who can adjust to
business needs for some later hours from time-to-time.
The Leva Women's Center is a group of passionate and caring
individuals who provide support for women using Renovia's products.
This is an excellent opportunity to join an organization that
provides growth opportunities for ambitious individuals looking to
build a career in the women's health sector.
The Coach role provides an exceptional opportunity to grow and
develop your ability to support the success of women who are
seeking improvements in their pelvic health that can have
The successful candidate will demonstrate the ability to work
effectively in a key cross-functional role with internal and
external stakeholders, to learn complex technical material related
to health care and women's health, and to ensure a positive and
professional customer experience while consistently focusing on
helping customers gain maximum benefit from our product.
Renovia offer a great base salary plus quarterly bonus and a
generous benefits package.
Clear alignment with Women Center core values:
--- Commitment to Patients and Innovation
--- Sense of Urgency
--- Open Culture
--- Passion for Excellence
--- Educate and motivate new customers on how to maximize the
benefits of our product by ensuring customers have a thorough
understanding of appropriate use and supporting them to achieve
their personal pelvic health goals. This will include:
o Provide on-boarding call that ensures our customer is comfortable
using the product
o Ask personal health questions to better understand customer's
pelvic health goals
o Check in with customer regularly over first 12 weeks to address
concerns and motivate adherence
o Build strong relationships and trust with customers that will
lead to long term brand loyalty
--- Handle inbound calls from potential customers who have learned
about Renovia's products from their physician, their physical
therapist or from marketing campaigns.
--- Communicate with women about intimate health care issues and
anatomical functions in a mature and professional manner, with
patience, empathy and maturity.
--- Deliver superior customer service on all inbound and outbound
calls, emails and/or chat sessions.
--- Document each customer profile and interaction accurately and
thoroughly in the systems according to internal procedures.
--- Review recorded calls with manager to identify best practices
and areas of opportunity, and work with manager to implement
changes as a result of customer feedback.
--- Maintain a high level of product knowledge, competitive product
knowledge and an understanding of market dynamics that may impact
--- Provide frequent feedback and suggestions to support an
environment of continuous process improvement.
--- Ensure customer data, including personal, credit card and
health information, is protected as explained in Renovia's
Regulatory and Compliance policies.
--- Ensure quality standards are met per company Quality
--- Perform a broad range of customer support and administrative
tasks, and other duties as assigned.
--- Education and Experience: Bachelor's Degree and 3+ years'
support experience, preferably in digital health medical device,
pharmaceutical, or healthcare or consumer product related
o Knowledge of and experience supporting patients in women's health
o Experience working in a high-volume contact center environment is
o Experience with Salesforce or other CRM system is preferred.
--- Communication Skills: Delivers oral and written communications
that make an impact and persuade their intended audiences.
Effectively handles interactions at all levels and appropriately
responds to sensitive situations.
--- Results Orientation: Focuses on the solution and drives for
positive resolution and results consistently. Demonstrates
persistence and creative problem-solving skills to address
obstacles and challenges to deliver successful outcomes.
--- Accountability: Demonstrates ownership and resolve for
producing high quality work and exceptional service. Ensure
agreements and commitments throughout the process are fulfilled in
a timely manner.
--- Effective Self-Management and Action Orientation: Thrives in a
fast-paced environment and operates with a sense of urgency and
passion for achieving sales goals. Demonstrates the ability to work
well under pressure and maintain composure in the face of difficult
and/or challenging situations. Effectively handles multiple
challenges or tasks through prioritization and multi-tasking.
Appropriately escalates issues requiring additional support to
--- Customer Service: Provides customers, both internally and
externally, with a high level of service related to all inquiries,
orders and shipments. Handles inbound calls, performs outbound
calls, and correspondence as needed to ensure customer
satisfaction. Responds to all customer contact promptly,
efficiently and accurately. Advocates for customers internally.
Demonstrates ability to successfully resolve customer issues
including order discrepancies, complaints, billing and shipping
Physical Requirements (if applicable):
--- This is a remote work position and requires employee have a
quiet, private area to perform work. Computer and headset will be
provided by the company, and the employee is responsible for the
cost of sufficient internet speed. More details will be provided
during the interview process.
--- We are seeking candidates who live in PST/MST/CST time zones
only as we have met our EST hiring needs. Preference given to
candidates with flexible schedules who can adjust to business needs
for some later hours from time-to-time.
--- The ability to work outside normal business hours to meet
business objectives is required.
--- Requires sitting and standing associated with a normal office
--- Manual dexterity needed for using a computer keyboard.
--- Lightweight lifting may be required.
--- Minimal business travel as required.
--- Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.
--- Startup Experience
--- Remote work experience
--- Bilingual (not required)
--- Experience with behavior change or motivational interviewing is
--- App-based program support is a plus
Renovia was formed to develop and commercialize products for better
first-line diagnosis and treatment to improve the
condition-specific quality of life for millions of women with
pelvic floor disorders. Renovia's technology enables treatment via
precise visualization of pelvic movement in real time during pelvic
floor muscle training, while monitoring usage and progress over
time. As a women's health organization, Renovia is in pursuit of
scalable and cost-effective care for pelvic floor disorders
delivered through the power of digital health. For more
information, please visit www.renoviainc.com.
Renovia is an Equal Employment Opportunity employer. We are
committed to the policy of providing equal employment opportunities
without regard to race, color, religion, sex, sexual orientation,
gender identity, veteran status, disability or national
Keywords: Renovia Inc., Fort Lauderdale , Coach - Consumer (Remote), Other , Fort Lauderdale, Florida
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