Current Opportunities
Customer Service Representative
Intrinsic Therapeutics, Inc. is a medical device company that markets Barricaid®, an annular closure device approved by FDA in 2020. Barricaid has demonstrated significant benefits through more than a decade of clinical research and use. Studies show that Barricaid patients benefit from significantly reduced disc reherniations and reoperations – and the associated debilitating pain. Barricaid is a disruptive technology that will appeal now to early adopters and innovators, with challenging discussions on reimbursement and payment, laying the groundwork for broader adoption in the near-to medium-term.
The Customer Relations Representative is responsible for providing excellent customer service to our customers and internal employees. This position will be responsible for communicating with customers, answering questions, assisting with product selection, and completing orders. This position will also be responsible for assisting with the day-to-day operations of the company.
RESPONSIBILITIES
- Take full ownership from order acceptance to order completion and handle shipping with a high degree of accuracy.
- Timely and accurately process customer order requests, transfer order requests, billing, customer returns and correction processing.
- Ensure completion of training and understanding of all system functions and enhancements related to Customer Service processing.
- Ensure adherence to all Customer Service policies and procedures including, but not limited to, all transaction processing and shipping and inventory control procedures.
- Evaluate proper correction requirements for inventory adjustments and ensure accurate processing.
- Process and fulfill customer orders or inventory requests in a timely manner.
- Maintain accurate data in QuickBooks and Excel tracking sheets.
- Support the field with quotes/pricing requests, consignment and Terms & Condition agreements.
- Ensure all daily transactions are completed.
- Assist in audit reconciliation of field inventory.
- Assist with department month end reporting data.
- Exercise emergency contingency plan when necessary.
- Work with other departments (Sales, Sales Operations, and Finance) to ensure accurate financial reporting.
- All other duties as assigned.
CRITICAL KNOWLEDGE, SKILLS, EDUCATION, AND ABILITIES
- Bachelor’s degree or equivalent experience preferred
- Position requires 2 years of Customer Relations/Service experience with high performance ratings
- Medical Device Industry experience preferred.
- Excellent working knowledge of Microsoft Word, Outlook, Excel and PowerPoint
- Experience with CRM software preferred.
- Strong organizational, interpersonal, communication and relationship-building experience.
- Strong telephone and interpersonal relationship skills.
- Must be resourceful in solutions to minimize errors occurring as a result of system restraints or lack of knowledge on the part of the user.
- Detail oriented with strong problem-solving skills.
ON THE JOB TRAINING AND QUALITY SYSTEM SUPPORT REQUIREMENTS
- Quality Manual / SOP’s
- Company healthcare practitioner (HCP) compliance policies
- Procedures related to education and training
- Responsible for adhering to the AdvaMed Code of Ethics on interactions with Health Care Professional and any related ethical, compliant business practices, including but not limited to, adherence with the Company’s Compliance Program, FDS regulations and guidance, Anti-Kickback Statute, and other Federal, State and/or local laws.
- Responsible for completing required compliance training successfully and on time.
- May interact with HCP’s directly on phone and must be trained on HIPAA and Compliance requirements.
PHYSICAL DEMANDS & WORKING CONDITIONS
- The duties of this position are generally performed in good working conditions. Occasional exposure to elements such as noise, dust, chemicals, operating machinery, temperature extremes, etc.
- Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data. Must be able to read printed materials & must be able to communicate using a telephone and/or email and articulate themselves well.
- Mobility to work in a typical office setting and use standard office equipment.
- Shipments need to be created in this role, which will include handling of sensitive materials such as implants & instrument cases (max 30 pounds per case) with or without accommodation, following approved packing processes.
This is a full-time and in-person position!
Please reach out to careers@barricaid.com with interest.
Intrinsic Therapeutics, Inc., a medical device company based in Woburn, Massachusetts, in collaboration with world-renowned surgeons, scientists, clinical investigators, and medical advisors, developed the Barricaid solution for patients at high risk of recurrence following lumbar discectomy surgery – the most common spinal surgery performed in the US today. Barricaid is designed to make these patients’ first spine surgery their last. Barricaid has been rigorously studied through multiple trials, including a multicenter level I RCT demonstrating superior outcomes compared to discectomy alone – leading to FDA Pre-Market Approval in 2019.
Clinical Specialist:
- Newark/NYC
- West/Midwest
- Southern California
- Chicago
Summary:
The Clinical Specialist will deliver Barricaid System professional education to surgeons, OR staff, and Intrinsic Therapeutics sales representatives in partnership with sales personnel and Barricaid faculty physicians to achieve great clinical outcomes for patients. The primary method of delivering this education will be through HCP (surgeon and APP) training, surgical case support, and associated activities such as patient selection and case planning. The Clinical Specialist may assist with planning, coordinating, and facilitating peer‐to‐peer and other training events within their assigned area, as well as developing and managing surgeon and APP faculty.
The Clinical Specialist will assist with clinical investigation of customer complaints and Barricaid System deficiencies, and will participate in the continual improvement of training programs through contributions to training materials for both internal and external customers.
Primary Duties:
- Partner with sales personnel and customers to achieve great clinical outcomes through patient selection, product training, and case support for physicians.
- Train office and medical staff in patient education, product, and procedure support.
- Clinical training of physicians via case coverage/training, simulator training, and didactic training.
- Manage and facilitate training programs including logistics, agenda, content, follow‐up, and records for faculty and training centers in the assigned region.
- Maintain and enhance relationships between Intrinsic, facilities, and their employees.
- Assist with the following activities:
- Training of sales personnel and distributors to conduct Barricaid case support.
- Screen, contract, and train new physician faculty.
- Perform other duties as assigned by the supervisor.
- Responsibilities may occasionally extend outside specified region.
Critical Knowledge, Skill, Education, and Abilities:
- Bachelor’s degree required, preferably in biological, clinical, health sciences, or engineering.
- 5+ years professional training or OR‐based experience
- Demonstrated clinical mastery related to surgical devices, spine experience preferred
- Experience training surgeons in OR setting (spine experience a plus, but not required)
- Strong professional work ethic, well developed organizational skills, and ability to operate independently
- Ability to lift and carry moderately heavy weight (instrument sets, training units, simulator, etc)
- Valid driver’s license issued by the state in which the individual resides, and a good driving record.
- Ability to travel >80% of the time, often on short notice, and occasionally on weekends.
- Computer skills: Microsoft Word, Excel, PowerPoint required
- Note: Occasional exposure to direct or secondary radiation (surgical imaging equipment), as well as occasional work with cadaver specimens for HCP and employee training
Please reach out to careers@barricaid.com with interest.
Territory Managers
Territory Managers are the lifeblood of Intrinsic and are responsible for effectively selling Barricaid within an assigned geographic territory. Barricaid is a disruptive technology that will appeal now to early adopters and innovators, with challenging discussions on reimbursement and payment, laying the ground work for broader adoption in the near-to-medium term.
Please reach out to careers@barricaid.com with interest.