Care Guide

About Zerigo Health and the Role

Zerigo Health is pioneering a groundbreaking home light therapy platform designed to treat chronic skin diseases such as psoriasis, vitiligo, and eczema, affecting over 30 million individuals in the U.S. This innovative system combines a handheld narrowband UVB phototherapy device with a smartphone app and proprietary software, enabling both patients and physicians to effectively manage treatment. Zerigo Care Guides play a vital role in engaging patients, encouraging adherence to therapy, and supporting improved long-term outcomes. This platform has earned FDA 510(k) clearance, ACHC accreditation, and Medicare provider status, marking a transformative advancement in healthcare delivery.

Primary Responsibilities

• Enroll new members through in-person and virtual sessions, educating them on the correct usage of the Zerigo NB-UVB handheld device and application in line with their prescribed treatment plans.
• Maintain daily communication with members via phone, text, email, and chat to support their treatment journey and proactively address barriers to care access.
• Deliver member-centered education encouraging behavioral change and adherence to treatment, following standard operating procedures to meet performance standards.
• Efficiently address and resolve non-clinical member questions and complaints, escalate complex issues as needed following established protocols, and ensure resolution satisfaction.
• Keep accurate records of all member interactions, comply with HIPAA and other regulations, and contribute suggestions for improving support processes.

Required Qualifications

• Proven capability to follow documented protocols and standard operating procedures meticulously and consistently without deviation.
• Strong technical skills with experience using digital healthcare platforms such as CRMs for care documentation, patient communication, and monitoring treatment outcomes.
• Competent in accurately and promptly entering member interaction data into a CRM and navigating multiple connected systems.
• Excellent communication skills across various mediums including phone, email, video calls, and face-to-face.
• Strong customer service and interpersonal abilities, adept at building rapport and communicating empathetically.
• Skilled in delivering clear, standardized patient education based on protocol.
• Proficient in motivational interviewing techniques to enhance patient engagement and behavioral adherence.
• Capable of managing workload independently in a remote home-office environment while complying fully with HIPAA, data security, and patient confidentiality rules.
• Effective collaborator within diverse, cross-functional teams.
• Detail-oriented with sharp awareness to identify data or scenarios requiring escalation to healthcare providers or teams according to protocols.

Preferred Qualifications

• At least two years experience in a member support role.
• Experience using digital health tools to support patient education and management of home-based medical therapies.
• Previous work experience in an early-stage startup environment.