Patient Education Consultant

Tactile Medical•Brooklyn, NY

About The Position

At Tactile Medical, the Patient Education Consultant conducts demonstrations and trainings for current and potential patients on the company’s at-home therapy devices in an assigned area. The role builds rapport with patients from product introduction and discussion of financial options through closing the sale, delivering training, and ensuring the patient can use the product as prescribed. Demonstrations are conducted in person at a predetermined location, while trainings may be delivered in person or via telehealth. Patient-facing interactions require documentation that varies according to insurance requirements and Tactile Medical standards. The consultant travels within the assigned territory to patients’ homes, clinics, or virtual appointments. They work with patients, caregivers, territory partners, and internal teams to support product orders, training, documentation, and follow-up. The position requires compliance with regulatory requirements, including HIPAA.

Requirements

Bachelor’s degree or equivalent work experience.
At least 2 years of experience in a patient-facing education or training role and/or a highly advanced customer service role.
Ability to lift 20 pounds regularly.
Ability to work remotely and travel to patients in home, clinic, or virtual environments.
Clear written and verbal communication with patients, caregivers, field staff, and internal teams.
Strong interpersonal communication skills, including empathy for patients and caregivers.
Strong critical-thinking and decision-making skills in healthcare-related situations.
Confidence and professionalism when interacting with people of diverse cultures, ages, and abilities.
Excellent organization and time-management skills, including proactive and efficient scheduling and management of multiple appointments.
Ability to apply new information received through online learning modules and virtual or in-person interactions to enhance the patient experience.
Skill in teaching others.
Ability to stay focused and organized to complete assigned tasks.
Technology savvy enough to complete paperwork, update records, and communicate progress efficiently.
Ability to work independently and be self-directed.

Nice To Haves

Health-related certification.
Medical device or healthcare industry experience.

Responsibilities

Educate patients and/or caregivers on all aspects of device use, including donning and doffing garments, using the controller, following the prescribed protocol, and initiating a therapy session.
Contact patients within service-level expectations to schedule and complete trainings and demonstrations.
Conduct direct sales to patients by clearly explaining financial responsibility and insurance coverage and finalizing sales.
Provide clear verbal instruction during demonstrations and trainings, adapting the interaction to patients’ individual situations and needs.
Respond appropriately to positive and negative patient feedback or objections regarding the product, financial responsibility, and required paperwork.
Prepare for trainings and demonstrations by confirming appointment details and ensuring all necessary equipment, supplies, documentation, and accessories are available.
Review, complete, and submit required paperwork with patients and answer their questions.
Collaborate with territory partners to facilitate order completion, including collecting signatures on prescriptions or other documents required for insurance.
Identify, escalate, and communicate problems, questions, or additional patient support needs to the appropriate department for follow-up.
Use translation tools effectively for patients whose first language is not English.
Meet or exceed established performance expectations.
Maintain compliance with applicable regulatory requirements, including HIPAA.
Travel up to 80% within the assigned territory.
Perform other duties as assigned.