Patient Education Consultant

Tactile Medical•Springfield, IL

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 territory. The role builds rapport with patients, introduces products, discusses financial options, closes sales, and delivers training to help patients use their products as prescribed. Demonstrations take place in person at a predetermined location; trainings may be conducted in person or via telehealth. Patient-facing interactions require documentation that varies by insurance and company requirements. The consultant works with patients and caregivers to explain device use, arrange and prepare for appointments, address questions or feedback, complete required paperwork, and coordinate with territory partners and internal teams. The role requires travel of up to 80% within the assigned territory, including visits to patients at home or in clinics, as well as virtual interactions. The position maintains compliance with applicable regulatory requirements, including HIPAA, and is accountable for meeting established performance expectations.

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 management of multiple appointments.
Ability to apply information learned through online modules and virtual or in-person interactions to enhance the patient experience.
Teaching skills.
Ability to stay focused and organized to complete assigned tasks.
Technology skills 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 device use, including donning and doffing garments, using the controller, following prescribed protocols, and initiating therapy sessions.
Contact patients within service-level expectations to schedule and complete trainings and demonstrations.
Conduct direct sales to patients by explaining financial responsibility and insurance coverage and finalizing sales.
Provide clear verbal instruction during demonstrations and trainings, adapting the approach to patients’ individual situations and needs.
Manage and respond appropriately to positive and negative patient feedback or objections regarding products, financial responsibility, and 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.
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.
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.