Zerigo Health

The Opportunity 

Zerigo Health is commercializing a revolutionary home light therapy platform for the treatment of chronic skin conditions such as psoriasis, vitiligo, and eczema (which affects over 30 million people in the U.S.). As the first at-home, connected phototherapy treatment platform, the Zerigo Solution vastly improves the treatment experience for patients with highly prevalent and chronic skin disorders. Through a connected, handheld narrowband UVB phototherapy light treatment device and Zerigo Health’s smartphone application and proprietary software, patients and physicians are empowered to manage treatment therapy. Patients receive comprehensive care support by Zerigo Care Guides, who support patients to build phototherapy treatment habits, enhance treatment adherence, and enhance long-term health outcomes. The Zerigo Solution platform, which is the first of its kind, has received FDA 510(k) clearance, ACHC accreditation, and Medicare provider status. This is a unique opportunity to join Zerigo Health, which is creating technology, support, and ultimately a new healthcare delivery model that will have a positive impact on patients’ lives.  

Responsibilities and Duties 

• Member Onboarding & Education – Enroll new members through face-to-face and online training sessions and educate them on proper use of the Zerigo NB-UVB handheld device and app in accordance with their physician-prescribed treatment plan and specific dermatologic condition.  

• Ongoing Member Support & Engagement – Communicate one-on-one with members daily via phone, text, email, and chat to support their treatment journey and proactively reduce barriers to accessing care.  

• Adherence & Behavioral Coaching – Provide member-focused education that promotes behavioral change and encourages consistent adherence to prescribed treatment plans, while following SOPs to ensure consistent support and achievement of key performance metrics.  

• Issue Resolution & Escalation – Handle and resolve non-clinical member inquiries and complaints with empathy and efficiency, monitor the ticketing system for prompt resolution, escalate complex issues to the appropriate teams per protocol, and follow up to ensure member satisfaction.  

• Documentation, Compliance & Continuous Improvement – Maintain accurate records of member interactions, adhere to all regulatory requirements including HIPAA, and contribute insights to improve support processes. 

Required Qualifications 

• Demonstrated ability to follow documented protocols and standard operating procedures precisely, applying defined decision criteria and thresholds consistently and without deviation. 
• Strong technical aptitude with hands-on experience using digital healthcare platforms (i.e., Customer Relationship Management “CRM”) to document care, communicate with patients, and monitor treatment outcomes. 
• Comfortable documenting member interactions accurately and in a timely manner within a CRM and navigating multiple connected systems. 
• Excellent verbal and written communication skills across multiple channels, including telephone, email, video conferencing, and face-to-face interactions. 
• Strong customer service and interpersonal skills, with a proven ability to build rapport and deliver clear, compassionate guidance across all communication modalities. 
• Demonstrated patient education skills, with the ability to deliver standardized, protocol-based education clearly and consistently. 
• Proficiency in motivational interviewing techniques to support patient engagement and behavior change. 
• Ability to manage daily workload and work independently in a remote home-office environment, while following defined protocols and escalating decisions outside the protocol, while maintaining full compliance with HIPAA regulations, data security requirements, and patient confidentiality standards. 
• Demonstrated ability to collaborate effectively across cross-functional teams and build positive working relationships with individuals from diverse backgrounds, experiences, and perspectives. 
• Strong attention to detail with the ability to recognize when member-reported data or situations meet protocol-defined criteria for escalation, and to reliably route those cases to the appropriate provider or team. 

Preferred Qualifications  

• 2+ years prior experience in a member support role. 
• Experience using digital health platforms to support patient education and the ongoing management of home-based therapies and medical devices. 
• Early-stage startup experience.