Patient Onboarding Coordinator

Primefocus Health • Morgantown, WV

12h • Onsite

About The Position

Primefocus Health is a seed-stage healthtech startup headquartered in San Francisco and launched as a venture spinout from LG Electronics' North America Innovation Center. It is developing a technology platform that helps healthcare providers and hospitals create customized remote patient management solutions for chronic conditions.

A healthcare provider in the Greater Huntington Area is launching a digital remote care program to keep patients connected with their care team between in-person visits. The Patient Onboarding Coordinator provides hands-on support to help patients begin using the program, understand its app and monitoring devices, and know where to get help. Most patient engagement is onsite and in person. This is a full-time position based in West Virginia, with approximately 20% travel and onsite presence at the client site according to the manager's proposed schedule. The position reports to the Director of Product.

Requirements

• High school diploma or equivalent required.
• Comprehensive understanding of iOS and Android platforms, including navigation, app store workflows, operating system settings, and accessibility features.
• Basic technical knowledge of Wi-Fi configuration, device syncing, and account credential setup.
• Ability to de-escalate technology anxiety and provide a warm, reassuring onboarding experience.
• Proficiency in resolving immediate technology setup challenges, such as resetting passwords and clearing app installation blocks.
• Ability to pair remote monitoring equipment, including blood pressure cuffs, digital scales, and pulse oximeters, and validate data transmission.
• Ability to explain complex digital tools through simple, step-by-step instructions tailored to non-technical users, older adults, or people with sensory limitations.
• Ability to accurately document onboarding sessions, track completion statuses, and flag technical or clinical escalations in system records.
• Ability to maintain a gentle, encouraging demeanor with first-time technology users and frustrated patients.
• Ability to adjust teaching styles based on caregiver involvement, patient capabilities, or clinic environment.
• Strong interpersonal communication and ability to build trust with diverse community members, particularly older adults.
• Attention to detail in verifying that initial patient data transmission is active before an onboarding session ends.
• Reliability, organization, and comfort working independently once trained.
• Ability to work onsite at the client site according to the manager's proposed schedule.
• Ability to travel up to approximately 20% based on business needs.
• Ability to regularly lift and carry up to 15 pounds; occasional lifting up to 50 pounds is preferred.

Nice To Haves

• Undergraduate degree preferred.
• Experience in healthcare, customer service, retail tech support, or patient-facing roles is a plus.
• Familiarity with clinical environments, patient communication protocols, and the role of remote patient monitoring in care continuity.
• Understanding of access barriers, digital literacy challenges, and transportation constraints faced by patients in rural communities.

Responsibilities

• Help patients download, install, and set up the remote care app on their Apple or Android smartphones and tablets.
• Explain how to use app features, including daily check-ins, educational content, and messaging the care team.
• Pair assigned monitoring devices with the patient's app and confirm readings are received.
• Guide each patient through completing their first check-in before the session ends.
• Ensure patients and caregivers know how to contact support and what to do when something is not working.
• Adapt onboarding for patients with limited technology experience, vision or hearing challenges, or caregiver involvement.
• Document onboarding sessions and flag issues to the clinical or support team.
• Participate in patient feedback activities, including distributing surveys and helping coordinate focus groups and user interviews.
• Contribute to periodic reporting on onboarding volume, completion rates, and common support issues.
• Share onboarding bottlenecks, recurring patient questions, and ideas to improve efficiency and patient experience.
• Help update onboarding materials such as quick-start guides, FAQs, and troubleshooting tip sheets.
• Assist with tracking device inventory used during onboarding.
• Support mobile clinic days in rural communities once or twice a month.
• Support the product team with user acceptance testing, feedback collection, and documentation updates during platform releases or change events.
• Help train new team members or partner staff on onboarding workflows and device setup.
• Perform other related duties as assigned.

Benefits

• Competitive salary of $45,000–$55,000 annually with discretionary performance bonus.
• Paid time off and holidays.
• Comprehensive health benefits.
• 401(k).
• Opportunity to shape the future of healthcare delivery.
• Collaborative and innovative work environment.
• Regular team events and learning opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED