Veteran Support Specialist

Veteran Support Specialist (VSS) Reports to: Customer Success Manager (CSM) Location: Remote, United States Employment Type: Full-time About the Role: Theranica is looking for a Veteran Support Specialist to help Veterans successfully start and stay on Nerivio® therapy. In this remote, Veteran-facing role, you will be a trusted, non-clinical point of contact, guiding Veterans through device onboarding, app support, and ongoing therapy engagement by phone, text, email, and Microsoft Teams. You will partner closely with our Customer Success Manager, Government Sales Director, and Government Account Managers to make sure every Veteran has a positive, supportive experience. What You'll Do: Conduct inbound and outbound outreach to help Veterans download the Nerivio app, set up their device, and begin therapy as prescribed by their provider and the approved Instructions for Use. Troubleshoot technology, connectivity, and user-experience issues that may delay or interrupt therapy. Follow up with Veterans who have not started or have stopped therapy, identify barriers, and provide encouragement and education that support continued engagement. Escalate non-responsive Veterans, adherence barriers, and support needs to the CSM, GSD, or GAM, and route clinical or medical questions to the appropriate Theranica resources. Follow Theranica’s crisis protocol when a Veteran expresses distress or risk of harm, including immediate referral to the Veterans Crisis Line (dial 988, then press 1). Recognize and report adverse events and product complaints within required timelines, in line with company procedures and FDA medical device reporting obligations. Record all patient interactions in the Customer Feedback database. Document every interaction accurately and promptly in approved systems, and share minimum-necessary summaries with the assigned GAM. Protect patient information in accordance with HIPAA, the Privacy Act of 1974, VA privacy and security requirements, and Theranica policy, using only approved scripts, materials, and secure communication tools. What You'll Bring: High school diploma or equivalent; associate or bachelor’s degree preferred. 2+ years of experience in healthcare customer service, patient support, patient engagement, care coordination, or a closely related field. Excellent communication, active-listening, and interpersonal skills, with the ability to build trust and rapport with people from diverse backgrounds. Strong organizational and documentation skills, with the ability to manage multiple ongoing patient interactions and close attention to detail. Proficiency with cloud-based software, Microsoft Teams, Microsoft Office applications, JIRA, Zendesk, and customer relationship management (CRM) systems. Ability to work independently from a private home-office workspace with a secure, high-speed internet connection suitable for confidential patient conversations. Must have a quiet environment to work, free from distractions. Availability to work standard business hours, with flexibility to cover U.S. time zones as needed, and to travel occasionally for training and company meetings. Authorization to work in the United States. Nice to Have: Military service, or personal or professional experience with Veteran and military communities and their unique needs. Familiarity with the VA healthcare system, VA Prosthetics and Sensory Aids Service, or Veteran Service Organizations. Experience in a patient support, hub services, or device onboarding program at a medical device, digital therapeutics, or pharmaceutical company. Experience supporting patients with migraine, chronic pain, or neurologic conditions, and comfort coaching users of mobile apps and connected devices. Bilingual (Spanish or other language). Please Note This is a non-clinical, non-promotional role. The VSS does not provide medical, benefits, or reimbursement advice, does not communicate directly with healthcare providers, and always identifies as a Theranica employee (not VA staff) in Veteran communications. About Theranica Theranica is a neuromodulation therapeutics company developing effective, safe, and affordable drug-free therapies for idiopathic pain conditions, starting with migraine. Our Nerivio® Remote Electrical Neuromodulation (REN) wearable is FDA-cleared for the acute and/or preventive treatment of migraine in people 8 years of age or older and has been used in more than 650,000 migraine treatments in the U.S. Our mission includes bringing drug-free migraine relief to our nation’s Veterans, active-duty service members, and their families. Learn more at theranica.com and nerivio.com. Indication & Safety Information: https://www.nerivio.com/isi Theranica is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, military status, or any other characteristic protected by applicable law. We strongly encourage Veterans, service members, and military spouses to apply. Theranica provides reasonable accommodations to qualified individuals with disabilities in the application and hiring process and to perform the essential functions of the job; to request an accommodation, contact [HR email]. Employment is contingent upon successful completion of a background check, conducted in accordance with applicable law, and verification of eligibility to work in the United States.