HFX Coach

Nevro (NYSE: NVRO) is a global medical device company headquartered in Redwood City, California. The company is focused on delivering comprehensive, life-changing solutions that continue to set the standard for enduring patient outcomes in chronic pain treatment.

We started with a simple mission to help more patients suffering from debilitating pain and developed our proprietary 10 kHz Therapy, an evidence-based, non-pharmacologic innovation that has impacted the lives of more than 80,000 patients globally.

Nevro’s comprehensive HFX™ spinal cord stimulation (SCS) platform includes a Senza SCS system and support services for the treatment of chronic trunk and limb pain and painful diabetic neuropathy. Senza®, Senza II®, and Senza Omnia™ are the only SCS systems that deliver Nevro's proprietary 10 kHz Therapy. Nevro’s unique support services provide every patient with an HFX Coach™ throughout their pain relief journey and every physician with HFX Cloud™ insights for enhanced patient and practice management.

The HFX Coach, part of the patient success team, plays an important role in ensuring superior outcomes with Nevro’s therapy.  The HFX Coach interacts with patients to provide technical and product expertise.  The position is part of the Customer Excellence group and will work in collaboration with Sales Representatives, Therapy Consultants, and internal teams.  

• Ability to effectively communicate directly with patients verbally by phone or email.
• Serve as a resource for clinical patient support for issues relating to device troubleshooting, and Company product inquires.
• Provide exceptional clinical education on Company products and related procedures while responding to detailed technical inquiries from patients.
• Respond to all patient and field communications in a timely manner. Responsible for reporting all complaints regarding products to the appropriate Company personnel within the required time frames.
• Provide appropriately documented follow-up on all patient interactions to the sales team. Consult with other internal Nevro departments when needed to maintain solid clinical outcomes.
• Perform continued patient follow-up to assure optimal patient outcomes.
• Strong analytical skills and proficiency in the use of modern computer technology and software.
• Travel 5-10% for training, conferences and occasional field support.
• Other duties as assigned.

• Bachelor’s degree required or equivalent years of experience may be substituted for the education requirement.
• This position requires being available during all pre-determined hours.

• Experience in a consultative role a plus.
• Customer service experience a plus.
• SCS experience and/or patient interaction experience preferred
• Strong written, verbal and phone communication skills
• Detail orientated
• Analytical skills, including statistical analysis.
• Strong Microsoft Excel skills
• Comfort and adaption to advanced technologies
• A desire to engage in patient interaction
• Demonstrated ability to develop and build relationships.

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Nevro offers equal employment opportunity, regardless of race, color, creed, religion, national origin, marital or family status, sex, sexual orientation, gender expression (including religious dress and grooming practices), gender (including pregnancy, childbirth or medical condition related to pregnancy or childbirth), physical or mental condition, protected veteran status, disability, age or other characteristics protected by laws.