Account Support Representative

AOTI•New York, NY

5h•Onsite

About The Position

Advanced Oxygen Therapy, Inc. (AOTI) is transforming the future of wound care through breakthrough technologies that improve the lives of patients with chronic non-healing and acute complex wounds. At the heart of our mission is our patented, multimodality Topical Wound Oxygen (TWO2) therapy, the only device of its kind proven effective in both Randomized Controlled Trials (RCTs) and Real-World Evidence (RWE) studies. TWO2 has delivered exceptional clinical outcomes, including an 88% reduction in hospitalizations and a 71% reduction in amputations among patients with Diabetic Foot Ulcers (DFUs) over 12 months. In addition to TWO2, we offer the NEXA™ NPWT System, an innovative, multi-week, multi-patient Negative Pressure Wound Therapy (NPWT) device designed to deliver the clinical benefits of traditional durable systems with the convenience and simplicity of disposable solutions. The NEXA System is portable, easy to operate, and cost-effective—making advanced wound care more accessible across diverse care settings, from hospitals to the home. Backed by a world-class international leadership team and a robust global infrastructure, AOTI offers a unique opportunity to make a meaningful impact in healthcare. If you're driven by purpose and want to be part of a company that’s transforming wound care, we’d love to hear from you. As demand for our TWO2 therapy continues to grow, we are expanding our team to ensure we maintain the highest standards of patient care. We are looking for compassionate and motivated individuals to join us in delivering life-changing therapy to more patients across the country. We are seeking enthusiastic and dedicated Account Support Representatives who will thrive in a team environment and prioritize exceptional customer service. We believe that success begins with an excellent work environment where our team is supported, can grow, and develop. As a leader in our industry, we are committed to providing opportunities for incredible internal growth. Ideal candidates will possess compassionate and empathetic listening skills, actively engage in conversations with clients and patients, and educate them on our products and user guides.

Requirements

High school diploma or equivalent.
Experience: 3+ years of related experience; or equivalent combination of education and experience.
Previous experience in a patient-centered or customer facing role preferred.
Reliable transportation to deliver and pick up equipment.
Ability to safely transport equipment in an enclosed vehicle environment.
Candidates must be bilingual, with fluency in English and at least one of the following: Cantonese, Mandarin, or Russian.
Compassionate and empathetic listening skills focused on patient-centered care.
Active engagement in conversations with clients and patients, including educating them on products and user guides.
Professional presentation of oneself and the company.
Attention to detail in all tasks.
Strong problem-solving skills for effective troubleshooting.
Interpersonal and customer service skills essential for client interactions.

Responsibilities

Manages own schedule and performs product delivery, set up, pick up, and cleaning within the territory to maintain and optimize therapy effectiveness and equipment readiness.
Provides patients with defined education and support.
Motivates and supports patients in their utilization of TWO2 therapy through empathetic, personalized and goal-oriented encouragement.
Actively tracks and reviews patient therapy data collected through remote device monitoring systems or through manual monitoring of device hours.
Consistently monitors patient engagement (as reflected by therapy utilization) and proactively interacts with patients to provide thoughtful encouragement, guidance and support.
Utilizes motivational interviewing training provided by AOTI to help patients be fully engaged in their own healing.
Collaborate with the Wound Care Consultant and Virtual Therapy Clinical Support team to ensure optimal therapy utilization and wound progress, incorporating relevant insights gained from patient interactions.
Identifies potential therapy issues and escalates to the Wound Care Consultant AND Virtual Therapy Clinical Support team in real-time.
Utilizes the AOTI provided wound imaging platform to document wound progress.
Utilizes the AOTI provided phone and messaging app for calls and text messaging with patients.
Help coordinate paperwork and patient consent forms as needed with the patient, WCC, and customer service teams to ensure patient’s access to therapy.
Communicates effectively across departments and teams.
Maintains proper levels of equipment and consumable stock.
Ensure proper functioning of equipment prior to and after patient placement and immediately report any issues.
Promptly and thoroughly completes equipment cleaning and maintenance procedures.
Knowledgeably responds to patient queries about company products and services.
Provides prompt, professional and courteous customer service.
Additional tasks to be performed under the direction of the Wound Care Consultant (WCC) and in collaboration with the Manager.
Assist staff by capturing photographs of wound sites with measurement tools visible for documentation purposes.
Coordinate product in-service with healthcare staff on company equipment and supplies.
Assist the Wound Care Consultant by attending local or regional conferences and exhibits, including handling setup and breakdown.
Facilitate scheduling and communication for peer-to-peer review programs.
Demonstrates flexibility and availability to work extended hours as needed, particularly during peak periods such as month-end or some weekends.