Home Rehab Coordinator
About The Position
The Home Rehab Coordinator (HRC) is the primary point of contact for orthopedic and cardiac patients prescribed ROMTech’s PortableConnect device. The role supports patient onboarding, engagement, and adherence to prescribed therapy by educating patients, answering questions and concerns, assisting with insurance and billing-related matters, and coordinating with internal teams to provide a seamless patient experience. The HRC contributes to patient satisfaction, treatment participation, operational efficiency, and business growth through proactive outreach, effective communication, and service. The position is based in ROMTech’s Clearwater, Florida office. It is classified as a W-2 temporary employee role, is non-exempt, and is at the standard job level. The role requires regular and predictable attendance, and no routine travel is required.
Requirements
- Minimum of 2 years of sales experience.
- Minimum of 2 years of customer-facing experience.
- Strong verbal and written communication skills.
- Ability to persuade, motivate, and influence patient participation.
- Ability to explain complex clinical, technical, or insurance-related information in patient-friendly language.
- Strong customer service and relationship-building skills.
- Ability to work effectively in a fast-paced, goal-oriented environment.
- Confidence managing outbound call activity and engaging hesitant patients.
- Professionalism, resilience, empathy, and emotional intelligence.
- Strong organizational skills and attention to detail.
- Ability to manage multiple priorities simultaneously.
- Proficiency with Microsoft 365 applications and CRM platforms.
- Ability to sit at a computer terminal for extended periods and perform the physical activities described for the role.
- Regular and predictable attendance.
Nice To Haves
- Experience in healthcare, medical device, rehabilitation, or patient support environments.
- Familiarity with healthcare workflows, insurance processes, and medical terminology.
- Experience in a metrics-driven sales or patient engagement environment.
- Experience handling insurance inquiries, billing support, or prior authorization questions.
- Experience in healthcare, patient services, customer success, or similar environments.
- Experience using CRM and/or EMR platforms.
- High school diploma or equivalent; an associate degree or higher in Business, Healthcare Administration, Communications, Marketing, or a related field is preferred.
- Customer service, healthcare, sales, or patient experience certifications.
Responsibilities
- Serve as the primary point of contact for orthopedic and cardiac patients after a PortableConnect device is prescribed.
- Proactively contact patients to introduce the device and explain its benefits, functionality, and role in recovery.
- Build trust and rapport through empathetic, professional, and persuasive communication.
- Address questions and concerns about treatment, device use, insurance coverage, billing, and onboarding requirements.
- Assist patients with insurance verification, billing inquiries, prior authorization questions, and applicable financial assistance resources.
- Manage inbound and outbound communications, including follow-up calls and outreach to improve engagement and conversion.
- Re-engage patients who have paused or delayed onboarding or treatment participation.
- Educate patients about consistent device use and support adherence to prescribed rehabilitation plans.
- Coordinate with sales, logistics, billing, clinical, and customer service teams to resolve patient needs promptly.
- Document patient interactions, activities, and outcomes accurately in CRM and other designated systems.
- Maintain working knowledge of standard operating procedures, insurance guidelines, product updates, and organizational policies.
- Meet or exceed performance metrics related to outreach, patient conversion, engagement, and satisfaction.
- Apply customer service, patient experience, and issue-resolution best practices; de-escalate difficult conversations professionally.
- Participate in training programs, team meetings, quality initiatives, and process-improvement activities.
- Assist with special projects and departmental initiatives, and perform other related duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
