Cala Health

Customer Success Manager

• Establish and maintain superior relationships with patients
• Act as a knowledgeable company representative by effectively interacting with potential patients / customers and existing, new and potential clinicians
• Develop and maintain superior knowledge of company products and their use
• Maintain awareness of internal activities and developments in other functional areas of the organization such as clinical studies, product development, quality, operations and sales
• Provide product support to any customer of Cala products: patients, study participants, clinicians and staff
• Responsible for accurate and timely documentation of required interactions; maintains knowledge of product developments in association with case handling and escalation as required
• Provide product training to patients, and study participants
• Act as a subject matter expert and training resource for internal customers and the Customer Care team
• Educate customers regarding product features, and benefits.
• Act as a patient advocate, voice of the customer and as a resource for internal customers requiring patient feedback
• Support new and emerging business models
• Work closely with marketing, product development and sales to develop and refine messaging
• Support Territory Managers as needed

Customer Success Specialist

Therapist

• Guide new patients through the sales and healthcare reimbursement process
• Develop and maintain superior knowledge of company products and their use
• Educate potential patients about benefits and features of Cala Health devices and its therapy
• Partner with assigned field sales representatives to coordinate the sales process to support the shipment process
• Contact with physicians and clinicians to collect medical documentation to identify medical necessity requirements
• Investigate patient’s insurance benefits and coverage eligibility.
• Review patient clinical records to determine medical necessity eligibility
• Identify provider restrictions, co-pays, deductibles, and other patients cost share responsibilities; communicate outcomes and collect payments
• Secure document requirements for prior authorization; seek authorizations when required
• Take inbound calls from new patients to provide information about status of order
• Work with Veteran Administration facilities to promote and process Cala Health devices and therapy
• Update and maintain database platforms for sales order processing and claim submission preparation
• Document all interactions and calls into the customer relationship management (CRM) system in accordance with Quality Assurance, Regulatory and HIPAA guidelines
• Support company goals and objectives, policies and procedures, Good Manufacturing Practices, and FDA regulations
• Additional duties as assigned

Cala Health

Customer Success Specialist

Therapy Access Specialist – Contractor

Therapy Access Specialist