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Full Job Description
Job Title: Patient Onboarding Specialist
Department: Clinical Services and Support
Location: Remote
Reports to: Manager, Patient Support
Key Relationships: Patients, Caregivers, Care teams, Sales team
About Podimetrics:
Founded in 2011, Podimetrics set out on a mission to improve patient lives through early detection and prevention of diabetic foot ulcers, the leading cause of lower limb amputations. Podimetrics has since evolved to become a rapidly growing virtual care management company with advanced technology and patient-centered services.
Today, Podimetrics teams with and provides solutions to patients, payers and providers that alleviate the health and financial implications of diabetic foot complications in high-risk populations. We are a mission driven, financially responsible enterprise that enables patients to stand on their own feet and live more independent and fulfilling lives.
Core Values:
People First: We care for our people: team, patients, clinicians & health plans, and stockholders.
Empathy & Compassion: We seek to understand and take action to improve.
Respectful Candor: We are direct in communication and work to create an environment where all can share their perspectives without risk of repercussions.
Active Curiosity: We are deeply curious, always striving to learn more and do better.
Resourcefulness: We are deliberate in our investment of team and capital, creating opportunity regardless of resources.
Do the Right Thing: We do the right thing, consistent with our values, even when it is challenging.
Enjoy the Ride: We are going to have a lot of fun doing it.
Role & Responsibilities:
The Patient Onboarding Specialist is responsible for outreaching new patients and training patients on the use of the Smartmat device and collecting patient health histories. The role is critical to drive patient engagement and to the patient’s satisfaction with Podimetrics services.
KEY RESPONSIBILITIES
Outreach to and collaborate with patients by telephone to provide information about the product and services
The role focuses on telephonic support of patients to provide training on the safe use of the Podimetrics Smartmat device.
The specialist will also receive inbound calls from patients and provide onboarding services to ensure safe use of their Smartmat.
During onboarding calls, the specialist collects and documents pertinent health information including medical, surgical, and social histories.
The Patient Onboarding Specialist must have the ability to react very quickly and be nimble in providing appropriate responses to meet the needs of the patient and our internal team members in a timely, calm, and professional manner
Document accurate and concise patient/family feedback during each call in our software applications/systems
SUCCESS METRICS
Outreach all newly enrolled patients within 2 business days
Maintain a 90% accuracy rate for completed intakes and health histories
Complete 95% of all patient interactions originating from an inbound call
QUALIFICATIONS
Experience with telephonic engagement of patients/customers
Experience taking and documenting patient health histories
Experience using Five9 preferred
Ability to multi-task and balance multiple, competing priorities
An exceptional customer service orientation featuring a confident, empathetic, compassionate, and professional demeanor with each interaction
Excellent communicator with an uplifting, and personable manner with outstanding phone etiquette
Excellent written communication skills with success in providing notes, updates, and written communications via computer systems
Proficiency in Word, Excel, PowerPoint
Critical Competencies:
Compassion: Meets people where they are in their perspective and demonstrates great care for others.
Attention to Detail: Does not let important details slip through the cracks.
Listening skills: Lets others speak and seeks to understand their viewpoint.
Communication: Articulates written and verbal messages clearly that are easily understood by others.
Enthusiasm: Exhibits passion and excitement over work.
Work Ethic: Possess a strong willingness to work hard to get the job done.
Podimetrics is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
