Patient Education Consultant

Tactile Medical•Memphis, TN

About The Position

At Tactile Medical, the Patient Education Consultant conducts demonstrations and trainings on company products for current and potential patients in an assigned area. The role builds rapport with patients throughout the process, from introducing the product and discussing financial options to completing a sale, delivering training, and ensuring the patient can use the product as prescribed. Demonstrations take place in person at a predetermined location; trainings may be delivered in person or via telehealth. Patient-facing interactions require documentation that varies according to insurance and company requirements. The position involves travel up to 80% within the assigned territory and may require working with patients in home, clinic, or virtual environments.

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 on a regular basis.
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 from 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 proficiency to complete paperwork, update records, and communicate progress efficiently.
Ability to work independently and in a self-directed manner to achieve results.
Ability to travel up to 80% within the assigned territory.

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.
Make direct sales to patients by explaining their financial responsibility and insurance coverage and finalizing the sale.
Provide clear verbal instruction during demonstrations and trainings, adapting the approach to each patient’s individual needs and using adaptive techniques when needed.
Manage and respond appropriately to positive or negative patient feedback and objections concerning the product, financial responsibility, or required paperwork.
Prepare for trainings and demonstrations by confirming appointment details and ensuring necessary equipment, supplies, documentation, and accessories are available.
Review, complete, and submit required paperwork with patients and answer their questions.
Work 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.
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.
Perform other duties as assigned.