Customer Experience Associate

Implantica

Implantica is a medtech company focused on bringing advanced implantable technologies into the body designed to improve patient outcomes and quality of life. The company’s lead product, RefluxStop®, is an FDA approved and CE-marked implant for the treatment of gastroesophageal reflux disease (GERD) with the potential to transform the standard of care in anti-reflux surgery, supported by strong long-term clinical outcomes. In addition to RefluxStop®, Implantica has developed a broad, patent-protected product pipeline partly incorporating two platform technologies: an eHealth platform designed to enable communication with and remote monitoring and control of implants inside the body, and a wireless energizing platform designed to wirelessly power implantable devices through intact skin. Implantica is listed on Nasdaq First North Premier Growth Market (ticker: IMP A SDB).

The Role:

We are seeking a Customer Experience Associate responsible for consumer and patient care communication including handling incoming consumer inquiries and basic non-clinical product questions with an emphasis on patient reassurance. This position will provide you the opportunity to work in a multinational environment with the role remote-based work in the U.S.

Applicants in the following states will be prioritized: California, Florida, Maryland, Minnesota, Missouri, Ohio, Oklahoma, Texas

Key responsibilities include:

Consumer & Patient Care Communication

• Handle incoming consumer inquiries and basic non-clinical product questions with an emphasis on patient reassurance.
• Efficiently process and track sensitive, patient-critical requests, Escalate as needed to Marketing Manager, Business Development, Regulatory as needed.
• Insurance & Benefits Navigation: Assist patients with basic inquiries regarding insurance coverage and escalate to Reimbursement Support Department as needed

B2B Hospital Account Partnership & Order Operations

• Handle high-priority emails, phone calls, and digital tickets from hospital procurement managers, surgical coordinators, and clinical distribution channels.
• Cross-Functional Liaison: Coordinate closely with Sales Operations, Supply Chain, Logistics, Warehousing, and Finance teams to facilitate rapid resolution of service incidents or shipping delays.
• Inside Sales Support: Partner with local Field Sales Representatives and Regional Operating Units to provide accurate contract info, pricing verification, and territory order support.

Incident Management & Regulatory Compliance

• Incident Intake: Support incident tracking by intake logging and routing route complaints, shipping deviations, and physical tracking issues.
• Complaint Reporting: Document and forward reported incidence to Regulatory/Quality Assurance, satisfying internal compliance baselines and global medical tracking regulations.

Continuous Improvement, Agile Adaptation & Special Initiatives

• Metric Stewardship: Leverage Consumer, and Voice of Customer data to identify systemic friction points and give feedback on process improvement.
• Preventative Actions: Look beyond individual orders to isolate recurring service delivery risks, collaborating internally to deploy sustainable, long-term operational fixes.
• Dynamic Project Assignment: Execute alternative cross-functional projects, administrative duties, or ad-hoc operations tasks as assigned by management to support evolving department goals.

Qualification & Skills Requirements:

• Education: High school certificate/diploma minimum baseline requirement; higher education in business or healthcare administration is an asset.
• Experience: Minimum of 2 years relevant experience in customer care, order management, technical support, or a cross-functional client-facing capacity.
• Software Skills: Proven operational experience utilizing enterprise data tools—ideally Monday.com CRM—along side case-management tracking applications.
• Communication Mastery: Strong verbal and written communication profile with the distinct ability to balance strict analytical logistics notes with supportive, highly empathetic customer interaction.

Preferred Qualifications

• Prior experience in the medical device, biotech, pharmaceutical, or healthcare logistics space.
• Familiarity with tracking metrics like NPS, CES, or automated customer service solutions.