Patient Support Specialist (Onboarding)

Nsight Health

6h•$20•Remote

About The Position

We are seeking a motivated and detail-oriented Patient Support Specialist (Onboarding) to join our Patient Experience Department. In this role, you will be responsible for being the first point of contact for our patients as they begin their remote monitoring journey. You will play a vital part in ensuring their successful adoption and understanding of their medical devices, empowering them to actively manage their chronic conditions. Your ability to patiently guide and educate patients will directly contribute to their engagement with our programs and ultimately, their health outcomes.

Requirements

A genuine passion for improving patient care and a demonstrated ability to connect with individuals with empathy, patience, and compassion
A strong desire and aptitude for patient education, with the ability to explain technical information in a clear and understandable manner to individuals with varying levels of technical literacy
Prior experience in a contact center environment is a significant plus.
Ability to thrive in a very high-volume environment and manage a demanding schedule of approximately 100 calls per day while maintaining a positive and helpful demeanor
Excellent verbal communication and active listening skills, with the ability to build rapport and trust with patients over the phone or video
Strong organizational skills and attention to detail, with the ability to accurately document patient interactions and follow established protocols
Proven problem-solving skills and the ability to troubleshoot basic technical issues related to medical devices
Self-motivated and able to work independently and effectively in a remote environment
Proficiency in using computers, navigating software applications, and documenting information electronically (experience with EHR systems is a plus)
Minimum internet speed of 50 Mbps download / 10 Mbps upload
Hardwired internet connection required
Speed test submission required during the offer process
Private, HIPAA-compliant workspace

Nice To Haves

Previous experience in a healthcare setting, particularly in patient education, telehealth, or remote patient monitoring
Familiarity with common medical devices such as blood pressure monitors and heart rate monitors
Experience providing technical support or customer service remotely
Active Medical Assistant (MA) license is preferred, but not always required, depending on experience

Responsibilities

Conduct Comprehensive Onboarding Calls: Initiate and lead remote onboarding sessions with newly enrolled patients via phone or video conferencing. Clearly and concisely explain the purpose of remote patient monitoring and the benefits of using their assigned medical devices
Device Setup and Usage Guidance: Provide step-by-step instructions on how to unpack, set up, and connect their medical devices (e.g., blood pressure cuffs, heart rate monitors) to the required platforms or applications. Address any initial technical challenges patients may encounter with patience and clarity
Vital Readings Education: Educate patients on the significance of consistently monitoring their vital signs, explain what constitutes a normal range, and guide them on how to accurately interpret the readings provided by their devices
Troubleshooting and Technical Support: Offer effective troubleshooting assistance for common device setup or usage issues. Escalate more complex technical problems to the appropriate internal support teams while ensuring the patient remains informed and supported
Accurate Documentation: Meticulously document all patient interactions, including onboarding progress, questions asked, troubleshooting steps taken, and the patient's level of understanding in the Electronic Health Record (EHR) system
Proactive Adherence Calls: Conduct follow-up adherence calls with patients at scheduled intervals to reinforce the importance of consistent monitoring and address any challenges they may be facing in adhering to their monitoring schedule
Positive Team Contribution: Actively contribute to a collaborative, supportive, and positive work environment, sharing knowledge and best practices with colleagues
Uphold Nsight Culture: Embody and promote Nsight Health's core values of positivity, patient-centricity, and innovation in all interactions
Maintain compliance with company policies and applicable regulations
Perform other duties as assigned