Patient Education Consultant

Tactile Medical•Fort Collins, CO

22h•$24 - $31

About The Position

At Tactile Medical, we specialize in developing at-home therapy devices to treat lymphedema, chronic venous insufficiency and respiratory illnesses. The Patient Education Consultant is responsible for conducting demonstrations and trainings with current and potential Tactile Medical patients on our products in their assigned area. This position will build strong rapport with the patient through introduction to our product, discussion of financial options and closing the sale to delivering the patient’s training and ensuring the patient is able to use their product as prescribed. Demonstrations are completed in-person with patients at a pre-determined location while trainings may be delivered in-person or via telehealth. Both patient facing interactions require documentation standards which vary based on the patient’s insurance as well as Tactile Medical’s requirements.

Requirements

Bachelor’s Degree or equivalent work experience
2+ years of experience in a patient facing, education/training and/or highly advanced customer service role
Ability to lift 20 pounds on a regular basis
Ability to work remotely and travel to patients in a home, clinic or virtual environment
Able to provide clear written and verbal communication to patients, caregivers, field staff and internal teams
Strong interpersonal communication skills including the ability to empathize with patients and caregivers
Strong critical thinking and decision-making skills in healthcare related situations
High degree of confidence and professionalism interacting with people of diverse cultures, ages, and abilities
Excellent organization and time management skills - proactive and efficient in scheduling and managing multiple appointments
Able to apply new information received via online learning modules, virtual or in-person interactions to enhance the patient experience
Skilled in teaching others
Ability to stay focused and organized to complete assigned tasks
Technology savvy to efficiently complete paperwork, update records and communicate progress
Ability to be self-directed and work independently to overachieve results

Nice To Haves

Health related certification
Medical device or healthcare industry experience

Responsibilities

Educate the patient and/or caregiver in all aspects of device use, including donning and doffing of garments, use of controller, following prescribed protocol and initiating a therapy session
Contact patients within service levels expectations to schedule and complete trainings and demonstrations
Responsible for direct sales to patients which includes providing a clear and thorough explanation of the patient’s financial responsibility for the product, insurance coverage and finalizing the sale
Provide clear verbal instruction while conducting the demonstration or training with patients and caregivers; modifying the interaction to their specific situation to ensure the training/demonstration approach meets the patient’s individual needs (utilize adaptive technique when needed)
Manage and respond appropriately to any patient feedback or objection, both positive and negative, regarding the product, their financial responsibility and required paperwork
Ensure appropriate preparation for all trainings and demonstrations including finalizing and confirming appointment details with the patient, ensuring that you have all equipment, supplies, documentation, and accessories necessary to effectively complete the training or demonstration
Review, complete and submit required paperwork with patient and answer questions
Work collaboratively with territory partners to facilitate completing of orders, which may include but not limited to collection of a signature on a prescription or other documents required for insurance requirements
Identify, escalate, and communicate problems, questions, or additional patient support needs to appropriate department for follow up
Effectively use translation tools for patients where English is not their first language
Meet or exceed established performance expectations
Maintain compliance with all appropriate regulatory requirements including HIPAA
Travel up to 80% within assigned territory
Other duties as assigned