Patient Education Consultant
Tactile Medical
Summary
At Tactile Medical, we specialize in developing at-home therapy devices to treat lymphedema, chronic venous insufficiency and respiratory illnesses. 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 Medical's requirements.
Job description
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
Requirements
- Bachelor's Degree or equivalent work experience
- 2+ years of experience in a patient facing, education/training and/or highly advanced customer service role
- 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
- Skilled in teaching others
- Technology savvy to efficiently complete paperwork, update records and communicate progress
- Ability to be self-directed and work independently
- Travel up to 80% within assigned territory
- Maintain compliance with all appropriate regulatory requirements including HIPAA
Benefits
- Medical, Dental & Vision
- Retirement Benefits
- Employee Stock Purchase Plan
- Paid Time Off
- Parental Leave
- Family Medical Leave
- Volunteer Time Off
- Life Insurance
- Disability Coverage
Company overview
Tactile Medical is a leading medical device company specializing in the development and marketing of advanced at-home therapy devices for the treatment of lymphedema, chronic venous insufficiency, and respiratory conditions. Founded in 1995 and headquartered in Minneapolis, Minnesota, the company has established itself as one of the fastest-growing entities in the medical device sector. Tactile Medical's flagship products include the Flexitouch system and Nimbl pneumatic compression devices, which are clinically proven to reduce swelling and discomfort associated with chronic conditions. The company serves tens of thousands of patients through a comprehensive national network of product specialists, trainers, reimbursement experts, patient advocates, and clinical staff. With a patient-first mindset, Tactile Medical focuses on improving quality of life for individuals suffering from chronic swelling and respiratory disorders, offering innovative solutions that enable effective self-care at home. The company is publicly traded on NASDAQ under the symbol TCMD and employs approximately 1,000-5,000 professionals across its corporate headquarters, manufacturing facility, and field operations nationwide.