Home Rehab Coordinator

ROMTechsHome Rehab Coordinator(HRC) (Customer Engagement Specialist - Telesales)ensuresquick and effective resolution of patient inquiriesrelated tobilling insurance device delivery/pickup and treatment HRCis a key position as itplays a front-line role in supportingpatientsprescribedROMTechsPortableConnectdevice. The HRCensures a high-quality concierge-level experience frominitialcontact through to treatment engagement by providing education resolving concerns andfacilitatingsmooth coordination across departments. This role is essential to patient satisfactiontherapyadherence and overall rehab success.

Responsibilities:

• Serve as the first point of contact for orthopedic and cardiac patients once aPortableConnectdevice is prescribed.

• Proactively contact patients to introduce thePortableConnectand explain its clinical benefits and functionality.

• Build rapport through compassionate and persuasive communication effectively addressing hesitation or concerns.

• Assistwith insurance verification billing questions and prior authorization issues; provide support in navigating financialassistanceif applicable.

• Manage inbound and outbound calls including follow-ups to secure patient commitment and schedule next steps.

• Work cross-functionally with saleslogistics billing clinical and customer service teams to ensure a seamless and satisfying patient journey.

• Re-engage patients who have stalled in the onboarding or treatment process through strategic outreach.

• Educate patients on the importance of consistent device use adapting messaging to the patients understanding and readiness.

• Utilize CRM to document interactionswith patients.

• Continuously stay informed on updated SOPs insurance guidelines and product information.

• Meet or exceed performance metrics related to outreach conversions and patient satisfaction.

• Usebest practicestoenhancepatient satisfaction.

• De-escalatecalls as needed.

• Additionaltasks as assigned

• Proven ability to persuade motivate and communicate clearly.

• Ability to translate complex clinical or technical information into patient-friendly language.

• Comfortable working in a fast-paced goal-driven environment.

• Confident in cold calling and converting hesitant patients.

• Thrive in ametrics-based culture and enjoy being part of a collaborative team.

• Empatheticresilientand professional in all patient interactions.

• Excellent phone etiquette and written communication skills.

• Detail-oriented organized and tech-savvy.

Work Experience Requirement

• 2 years in sales.

• 2 years in customerfacing roles preferred.

• Experience handling insurance or billing-related inquiries is a plus.

• Proficient in Microsoft 365 CRM/EMR platforms.

• Familiarity with medical terminology or healthcare workflowsis a strongplus.

Direct Reports

• None

Physical Demands Summary

• Ability to sit at a computer terminal for an extended period.

• Moderate noise (i.e. phone calls online meetings computer audio)

• While performing the duties of this job the employee may be regularlyrequiredto stand sit talk hear reach stoop kneel and use hands and fingers tooperatea computer telephone and keyboard.

• Specific vision abilities required by this job include close vision requirements due to computer work.

• Regular predictable attendance isrequired.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Reasonable accommodation requests must be made in writing by emailing.