Patient Support Specialist

About Onera Health: Onera Health is a premier, hyper-growth medical technology pioneer, sleep medicine innovator, and digital health services provider on an absolute mission to revolutionize diagnostic access worldwide. Headquartered in the technological hub of Eindhoven, Onera Health specializes in the research, development, and scaling of advanced, remote-controlled sleep diagnostic tools and medical devices. Utilizing state-of-the-art wearable sensory tech, the company empowers patients to complete clinically accurate, comprehensive sleep studies from the comfort of their own bed. Backed by forward-thinking developers and health specialists, Onera Health builds intelligent, user-friendly solutions that reduce healthcare bureaucracy, improve quality of life, and optimize diagnostic workflows globally.

Position Overview

We are seeking an exceptionally empathetic, customer-oriented Patient Support Specialist to join our core Service Delivery team in a part-time remote capacity within the Netherlands. In this highly critical customer care and medical coordination seat, you will act as the first point of contact for patients participating in our specialized at-home sleep study programs. Moving completely away from generic, script-driven call center queues, you will provide customized technical guidance, proactive troubleshooting support, and patient reassurance via telephone, email, and interactive chat lines. This high-ownership role demands a disciplined independent contributor who can smoothly navigate difficult customer queries, manage accurate administrative data entry inside internal CRM platforms, and coordinate with international squads to deliver an elegant, worry-free healthcare journey.

Key Responsibilities

• Omnichannel Patient Technical Support: Deliver empathetic, friendly, and expert support to home-testing patients via telephone, official emails, and live chat, resolving runtime configuration hurdles with medical devices.
• CRM Administrative Data Entry: Maintain high data hygiene standards by accurately capturing customer records, technical feedback notes, and workflow updates natively inside our central CRM platform.
• Cross-Functional Process Syncing: Partner tightly with cross-functional logistics, data processing, and engineering cells to guarantee that every phase of the patient service loop operates smoothly and efficiently.
• Continuous Product Feedback Curation: Actively collect, organize, and compile experiential feedback from active patients, translating field data into actionable insights to improve our wearable technology and service design.
• Escalation & Query Management: Manage client inquiries with high emotional intelligence, confidently holding your own when handling complex patient doubts or tracking technical errors under remote conditions.
• Technical Documentation Execution: Author, maintain, and reference clear user instructions and support playbooks to ensure consistent service standards are upheld across the distributed group.

Required Skills & Qualifications

• Proven professional or customer-facing history running omnichannel customer support, helpdesk ticketing, medical administration, or technical client advisory services.
• Excellent, authoritative communication mechanics featuring an absolute fluency and command of both the Dutch and English languages (written and verbal).
• Demonstrated operational comfort working with modern digital tools, specifically the Microsoft Office productivity suite and enterprise CRM applications.
• Outstanding interpersonal and conflict resolution skills, with a native capacity to speak confidently over the telephone and deliver technical solutions with empathy.
• Time Availability Constraints: Minimum availability to dedicate at least 20 hours per week, systematically spread over a minimum of 4 operational days.
• Location Context: Part-time operational parameters providing complete flexibility to work 100% remotely from home anywhere inside **The Netherlands**.

Preferred Strategic Indicators (Nice to Have)

• Prior professional exposure or a strong natural affinity with the healthcare industry, patient contact environments, or medical device operations.
• Linguistic literacy in the German language is considered a strong technical asset for scaling European multi-jurisdiction pathways.
• Experience working in rapidly growing startup or scale-up business environments with distributed teams operating across multiple time zones.

What We Offer

• The exceptional professional canvas to become deeply familiar with the cutting-edge worlds of medical devices, bio-telemetry, and clinical sleep medicine.
• An attractive, market-informed competitive salary structure supplemented by tailored home-office operational stipends.
• Profound work-from-home remote parameters offering superior scheduling flexibility and integration into a promising tech startup originating out of Eindhoven.
• Access to a structured corporate pension scheme managed and funded via Onera Health guidelines.
• A generous paid time off allocation comprising 25 vacation days (calibrated relative to full-time baseline employment standards).
• Inclusion into a highly dynamic, international team that complements professional metrics with engaging social group activities throughout the calendar year.