Overview:

The Patient Education Consultant is responsible for conducting demonstrations and trainings with current and potential Tactile Medical patients on our products in their assigned area. This position will build strong rapport with the patient through introduction to our product, discussion of financial options and closing the sale to delivering the patient’s training and ensuring the patient is able to use their product as prescribed. Demonstrations are completed in-person with patients at a pre-determined location while trainings may be delivered in-person or via telehealth. Both patient facing interactions require documentation standards which vary based on the patient’s insurance as well as Tactile’s requirements.

Responsibilities:

Educate the patient and/or caregiver in all aspects of device use, including donning and doffing of garments, use of controller, following prescribed protocol and initiating a therapy session

Contact patients within service levels expectations to schedule and complete trainings and demonstrations

Responsible for direct sales to patients which includes providing a clear and thorough explanation of the patient’s financial responsibility for the product, insurance coverage and finalizing the sale

Provide clear verbal instruction while conducting the demonstration or training with patients and caregivers; modifying the interaction to their specific situation to ensure the training/demonstration approach meets the patient’s individual needs (utilize adaptive technique when needed)

Manage and respond appropriately to any patient feedback or objection, both positive and negative, regarding the product, their financial responsibility and required paperwork

Ensure appropriate preparation for all trainings and demonstrations including finalizing and confirming appointment details with the patient, ensuring that you have all equipment, supplies, documentation, and accessories necessary to effectively complete the training or demonstration

Review, complete and submit required paperwork with patient and answer questions

Work collaboratively with territory partners to facilitate completing of orders, which may include but not limited to collection of a signature on a prescription or other documents required for insurance requirements

Identify, escalate, and communicate problems, questions, or additional patient support needs to appropriate department for follow up

Effectively use translation tools for patients where English is not their first language

Meet or exceed established performance expectations

Maintain compliance with all appropriate regulatory requirements including HIPAA

Travel up to 80% within assigned territory

Other duties as assigned

Qualifications:

Education & Experience

Required:

Bachelor’s Degree or equivalent work experience

2+ years of experience in a patient facing, education/training and/or highly advanced customer service role

Preferred:

Health related certification

Medical device or healthcare industry experience

Knowledge & Skills

Ability to lift 20 pounds on a regular basis

Ability to work remotely and travel to patients in a home, clinic or virtual environment

Able to provide clear written and verbal communication to patients, caregivers, field staff and internal teams

Strong interpersonal communication skills including the ability to empathize with patients and caregivers

Strong critical thinking and decision-making skills in healthcare related situations

High degree of confidence and professionalism interacting with people of diverse cultures, ages, and abilities

Excellent organization and time management skills - proactive and efficient in scheduling and managing multiple appointments

Able to apply new information received via online learning modules, virtual or in-person interactions to enhance the patient experience

Skilled in teaching others

Ability to stay focused and organized to complete assigned tasks

Technology savvy to efficiently complete paperwork, update records and communicate progress

Ability to be self-directed and work independently to overachieve results

Below is the starting salary range for this position, although offers may differ based on the candidate's location, job-specific knowledge, skills and experience.:

$23.41 - $30.69 / HR

Additional benefits::

non-exempt - Our total compensation package includes medical, dental and vision benefits, retirement benefits, employee stock purchase plan, paid time off, parental leave, family medical leave, volunteer time off and additional leave programs, life insurance, disability coverage, and other life and work wellness benefits and discounts. Benefits may be subject to generally applicable eligibility, waiting period, contributions, and other requirements and conditions.