Patient Education Consultant

About This Role

The Patient Education Consultant conducts demonstrations and trainings for current and potential Tactile Medical patients on therapy devices in their assigned area. This role builds rapport with patients, discusses financial options, closes sales, delivers training, and ensures patients can use their products as prescribed. The position involves both in-person and telehealth interactions, with documentation standards varying based on insurance and company requirements.

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 level 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 completion of orders, which may include but not be 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

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