Patient Advocate

Embla Medical•Orlando, FL

About The Position

Össur is a leading global provider of innovative mobility solutions that help people live a Life Without Limitations®. Significant ongoing investment in research and development has led to over 2,100 patents, award-winning designs, and successful clinical outcomes. Össur is focused on improving people’s mobility through the delivery of Prosthetics and Bracing & Supports solutions. Helping people live a Life Without Limitations is why we exist as a company. About the Role The Patient Advocate (Education Specialist) is a newly created, high-impact role responsible for building and executing the amputee education program in the US. This position is the "face and voice" of Össur for patients navigating the first 0–12 months of their prosthetic journey. Unlike traditional customer service, this role is a proactive, direct-to-patient education position. You will be responsible for conducting outbound calls, managing educational email tracks, leading video consultations, and hosting webinars designed to provide clarity, confidence, and long-term success for new amputees. You will play a foundational role in co-developing the program’s scripts, content, and engagement strategies.

Requirements

Bachelor’s degree preferred.
2+ years of B2C experience required (Direct-to-Consumer education, sales, or support).
Exceptional Communication: Must be comfortable and empathetic on the phone and "on-camera" for video calls and webinars.
Program Development: Ability to think critically about process improvement and help build a program from the ground up.
Technical Proficiency: Intermediate to advanced skill in MS Office (Outlook, Teams, PowerPoint) and CRM systems (e.g., Salesforce or Microsoft Dynamics).
Self-Starter: Highly motivated individual who can work with minimal supervision in a fast-paced, evolving pilot environment.
Empathy & Resilience: Demonstrated ability to interact with patients experiencing life-altering medical events with patience and dedication.

Nice To Haves

Industry Experience: Prior experience in Medical Device, Pharma, or Insurance is highly preferred.
Prosthetic knowledge or experience working with the limb-loss community is a significant advantage.
Experience in "Inside Sales" or "Patient Advocacy" models where proactive outreach is a primary KPI.

Responsibilities

Program Building: Assist in the design and refinement of the Össur Care educational pathway, including call scripts, webinar content, and digital resource guides.
Proactive Patient Education: Conduct a structured series of outbound phone calls, video chats, and emails to patients during the critical "First 6 Months" of recovery.
Webinar Facilitation: Organize and lead educational webinars for patients and caregivers on topics such as liner hygiene, reimbursement navigation, and peer support.
Patient Navigation: Act as a "Compass" for patients, helping them navigate non-clinical hurdles like funding options, NGO support, and community resources.
Clinical Alignment: Act as an early warning system to identify "struggling users" (e.g., socket fit issues, pain, or emotional distress) and facilitate a 3-way hand-off to their local CPO for clinical intervention.
Data & Outcomes Management: Administer and collect Quality of Life (QOL) surveys and other data points to validate program hypotheses and measure patient success.
Relationship Management: Foster trust-based, long-term relationships with patients to ensure they feel supported by the Össur brand throughout their lifetime.
DTC Engagement: Implement direct-to-consumer strategies to encourage program enrollment and maintain high retention rates within the educational tracks.
Compliance & Documentation: Ensure all patient interactions are documented accurately in the CRM and that all communication adheres to HIPAA and Össur quality standards.