Patient Onboarding Specialist

Job Title: Patient Onboarding Specialist

Department: Clinical Services and Support

Location: Remote

Reports to: Manager, Patient Onboarding and Enrollment

Key Relationships: With patients, caregivers, care teams and/or sales providers

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

• Complete Inbound and Outbound contacts to conduct in-depth onboarding sessions for patients, explaining the SmartMat device and remote monitoring process
• Initiate the intake process, including the development of a patient profile with the aim to identify, understand, and facilitate patient preferences
• Document pertinent health information, including medical, surgical, and social histories.
• Assist patients in setting up and understanding the use and benefits of the SmartMat device and the  remote monitoring program
• Address any patient queries or concerns regarding the Smartmat device and the remote monitoring program
• Clearly communicate the importance and value of our product and ensure that all involved are comfortable utilizing each part of the system are critical functions of the role
• Educating patients on the importance of adhering to prescribed monitoring parameters to ensure high levels of satisfaction and compliance
• Work closely with the clinical team and convey subjective findings or any inquiry requiring clinical direction
• Document accurate and concise patient/family feedback during each call in our software applications/systems
• Ensure all voicemail and SMS messages are responded to courteously, professionally, and in a timely fashion

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.

Benefits: 

• Pay Rate - $60,000

• Commission opportunity - $35 per complete patient enrollment paid monthly

• 5% annual bonus opportunity

• Equity shares

• Flexible Paid Time Off

• 16 weeks of paid parental leave.

• Competitive Medical, Dental, and Vision plans – Podimetrics covers 80% of premiums.

• Health Savings Account.

• Health Reimbursement Account.

• Employee Assistance Program - Free, confidential advice for team members who need help with stress, anxiety, financial planning, and legal issues.

• 401k; match up to 4%.

• Life Insurance - Podimetrics pays 100% of the cost of Basic Life & Personal Accident

• Disability insurance – Podimetrics pays 100% of the cost of Short-Term and Long-Term Disability Insurance.

• Additional life insurance, critical illness, and accident coverage available.

*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.