Patient Training & Education Coordinator Remote

For further inquiries about this opportunity please contact our Talent Specialist Vignesh Chinnaiyan at

Position Summary:

• Responsible for supporting the daily functions of Client Patient Care team this will include managing email communication to and from both external and internal customers on a daily basis answering incoming calls and placing outbound calls to these customers and assisting customers with any questions or inquiries around product training device functionality and ongoing use of the client CGM system.
• Achieve key performance metric goals blending customer service and problem-solving skills.
• Ensure all compliance and regulatory measures are being strictly adhered to and deliver quality and timely customer service.
• Must have a positive customer-centric attitude an outgoing personality and a passion for helping others.
• The Patient Care Specialist will be responsible for all inbound and outbound communication pertaining to device training requests for patients managing the process of tracking and updating patient training request status and triage and disposition of additional customer inquiries.
• Responsible for hosting customer-facing webinars regarding training and education on the client portfolio.
• Responsibilities include training patients on the CGM system.
• Training is primarily virtual and may involve one-on-one phone sessions with patients as well as hosting webinars where the specialist presents slide decks and demonstrates how the system works.
  This includes guiding patients on how to set up the app insert the sensor and use the system effectively.
• The role also involves sending webinar links to registered participants and managing emails from providers requesting one-on-one coaching sessions.

Essential Duties and Responsibilities:

• Manage daily flow of all inbound and outbound communication pertaining to patient training requests ensure patient training requests are distributed and tracked appropriately.
• Follow up with training staff when needed to obtain status updates for patient training requests.
• Maintain training staff records and ensure roster is current and accurate.
• Support the interview onboarding and hiring process for all new training staff.
• Assist with managing weekly payroll for training staff.
• Utilize Excel to prepare and distribute monthly reports containing program metrics.
• Coordinate email campaigns.
• Strong written and verbal communication is a necessity. Communication must be clear organized and professional.
• Inbound phone support to provide exceptional service to customers (when time permits) able to assess customers individual needs and concerns understand and empathize with those needs and apply customer service tactics to meet those needs.
• Ability to interview and identify customer needs in a focused and empathetic manner.
• Records customer inquiries by documenting inquiries and responses in customers accounts.
• Use dynamic communication skills to identify customers unmet needs.
• Any sort of teaching or training in a medical device setting.
• Candidates without direct client experience should have similar experience conducting webinars using Zoom or PowerPoint and providing teaching or training in a medical device setting.
• Responsibilities may shift or be added as the program evolves.

Top Skills:

• Experience training in the medical device field
• Proficiency with systems
• Zoom and Outlook
• Strong empathy skills

Required Qualifications:

• Minimum 2years work experience in a Customer Service Call Center or Patient service environment
• Excellent communication skills
• Excellent Microsoft Office skills
• Comfortable with technology and quick to learn new technologies/solutions or potential ways to communicate with and contribute to customer success

Preferred Skills

• Preferred extensive knowledge of client products and therapy
• Demonstrated high level of performance
• Experience hosting online classes (preferred)

Experience and Education Requirements: Typically requires a minimum of 4-6 years of related experience and a high school diploma/certificate or equivalent.

Functional Description:

• Supports the communication of benefit information to patients physicians and insurers who provide insurance verification as required.
• Coordinate activities to help in educating newly diagnosed patients about the disease and treatments managing therapies and drug administration and side effects.
• Interprets medical and insurance information for clients.
• Maintains and utilizes database information to provide patients with information regarding medical questions/concerns and product counseling.
• Interacts with marketing sales information technology and may interact with manufacturing and clinical departments.

Functional/Business Knowledge:

• Has obtained a broad understanding and knowledge of the job to perform a wide range of tasks.
• Applies job skills and company policies and procedures to complete a variety of tasks.

Interview Process: 2 rounds

Scope:

• Job requires the performance of work in accordance with standard practice which enables the employee to proceed with reference of only questionable cases to the supervisor.
• Assignments are moderately complex in nature where the ability to recognize deviation from accepted practice is required.
• Information exchanged may require diplomacy and tact.

Judgement:

• Normally receives little instruction on daily work and general instructions on newly introduced assignments.
• The nature of decisions demands a consistent accuracy as errors may cause some serious delay waste of materials or loss of time due to rework or checking revised output.

Language Skills: Must be able to communicate effectively in English. Ability to read and interpret documents such as safety rules operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

Physical Demands: 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. May be required to perform the following Physical Activity: Standing walking sitting using hands handle or feel reach with hands and arms climb or balance stoop kneel crouch or crawl talk or hear taste or smell. May be required to lift 0 lbs. to over 100 lbs.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to Job Posting Template 3 enable individuals with disabilities to perform the essential functions. May be exposed to the following environmental conditions: Wet or humid conditions work near moving parts work in high - precarious places fumes or airborne particles toxic or caustic chemicals outdoor weather conditions extreme heat (non-weather) extreme cold (non-weather) risk of electric shock work with explosives risk of radiation vibration. The noise level in this work environment can range from quiet to very loud.

Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may at its discretion assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.