Phone Support Representative

OCTAGOS HEALTH, INC.•Houston, TX

3d•Onsite

About The Position

The Phone Support Representative is responsible for supporting patients through every stage of remote monitoring, from enrollment and monitor setup through ongoing education, troubleshooting, and adherence support. This role ensures patients understand and stay engaged with their monitoring program, helping drive strong clinical outcomes and a consistently positive patient experience. Working within the Engagement Team’s Phone Support group, the Phone Support Representative serves as a patient’s primary point of contact by phone and SMS, resolving day-to-day questions and issues while escalating clinical or technical concerns that fall outside their scope. This role is central to Octagos’ reputation for responsive, empathetic patient care. This is an in-office position located in Houston, Texas.

Requirements

High school diploma or equivalent required
Strong communication skills with ability to explain technical steps in patient-friendly terms.
Detail-oriented with excellent documentation and data entry skills.
Ability to handle sensitive health information confidentially (HIPAA compliance).

Nice To Haves

associate’s or bachelor’s degree in healthcare or related field preferred
Previous experience in healthcare call centers, patient support, or customer service preferred.
Familiarity with remote cardiac monitoring platforms (Boston Scientific Latitude, Medtronic CareLink, Biotronik Home Monitoring, Abbott Merlin.net) strongly preferred.

Responsibilities

Guide new patients through remote monitoring enrollment, consent, and account setup with clarity and patience.
Walk patients step-by-step through initial monitor/device setup, confirming proper pairing and successful first transmission.
Set clear expectations with patients on monitoring cadence, device care, and what to expect from the program going forward.
Ensure enrollment and setup interactions are documented accurately and completed in a timely manner.
Educate patients on how their remote monitor works, including transmission schedules and what triggers an alert.
Provide empathetic, easy-to-understand guidance that reduces patient anxiety around their device and results.
Reinforce adherence to monitoring protocols to support long-term patient engagement and clinical outcomes.
Identify patients who may be at risk of disengaging and refer them for additional outreach or support as needed.
Diagnose and resolve common device connectivity, battery, and transmission issues during live patient calls.
Walk patients through manual transmission steps whenever automatic transmissions fail or are missed.
Recognize when a technical issue exceeds phone-support scope and escalate promptly to the appropriate team.
Follow up with patients to confirm that troubleshooting steps resolved the issue and the device is transmitting normally.
Schedule and confirm patient appointments, device checks, and follow-up calls as needed.
Promptly reach out to patients with missed or overdue transmissions to schedule manual transmission assistance.
Handle inbound patient phone calls promptly and professionally, aiming to resolve inquiries on first contact.
Monitor and respond to patient SMS messages accurately, compassionately, and within expected response times.
Make outbound calls for enrollment, education, troubleshooting, and adherence check-ins as assigned.
Accurately document every patient interaction, device issue, and resolution in the Octagos platform.
Maintain compliance with HIPAA and Octagos privacy standards across all phone and SMS communications.
Escalate urgent device alerts, clinical red flags, or compliance-related concerns to a Team Lead or the Clinical team without delay.
Follow established call scripts, SOPs, and quality standards, and incorporate coaching feedback to improve interaction quality.