Account Support Representative (Bilingual - Mandarin or Cantonese)

About the role

AOTI is transforming wound care with breakthrough technologies like the patented TWO2 therapy and the NEXA™ NPWT System. We are expanding our team to ensure we maintain the highest standards of patient care.

Why We’re Hiring

We are looking for enthusiastic and dedicated Account Support Representatives to join us in delivering life-changing therapy to more patients across the country.

Position Summary

We are seeking Account Support Representatives who will thrive in a team environment and prioritize exceptional customer service. We believe that success begins with an excellent work environment where our team is supported, can grow, and develop.

Key Responsibilities

• Manages own schedule and performs product delivery, set up, pick up, and cleaning within the territory to maintain and optimize therapy effectiveness and equipment readiness.
• Provides patients with defined education and support.
• Motivates and supports patients in their utilization of TWO2 therapy through empathetic, personalized and goal-oriented encouragement.
• Actively tracks and reviews patient therapy data collected through remote device monitoring systems or through manual monitoring of device hours.
• Consistently monitors patient engagement (as reflected by therapy utilization) and proactively interacts with patients to provide thoughtful encouragement, guidance and support.
• Utilizes motivational interviewing training provided by AOTI to help patients be fully engaged in their own healing.
• Collaborate with the Wound Care Consultant and Virtual Therapy Clinical Support team to ensure optimal therapy utilization and wound progress, incorporating relevant insights gained from patient interactions.
• Identifies potential therapy issues and escalates to the Wound Care Consultant AND Virtual Therapy Clinical Support team in real-time.
• Utilizes the AOTI provided wound imaging platform to document wound progress.
• Utilizes the AOTI provided phone and messaging app for calls and text messaging with patients.
• Help coordinate paperwork and patient consent forms as needed with the patient, WCC, and customer service teams to ensure patient’s access to therapy.
• Communicates effectively across departments and teams.
• Maintains proper levels of equipment and consumable stock.
• Ensures proper functioning of equipment prior to and after patient placement and immediately reports any issues.
• Promptly and thoroughly completes equipment cleaning and maintenance procedures.
• Knowledgeably responds to patient queries about company products and services.
• Provides prompt, professional and courteous customer service.
• Additional tasks to be performed under the direction of the Wound Care Consultant (WCC) and in collaboration with the Manager.
• Assists staff by capturing photographs of wound sites with measurement tools visible for documentation purposes.
• Coordinates product in-service with healthcare staff on company equipment and supplies.
• Assists the Wound Care Consultant by attending local or regional conferences and exhibits, including handling setup and breakdown.
• Facilitates scheduling and communication for peer-to-peer review programs.
• Demonstrates flexibility and availability to work extended hours as needed, particularly during peak periods such as month-end or some weekends.

Qualifications & Skills

• High school diploma or equivalent.
• Experience: 3+ years of related experience; or equivalent combination of education and experience.
• Previous experience in a patient-centered or customer facing role preferred.
• Reliable transportation to deliver and pick up equipment.
• Ability to safely transport equipment in an enclosed vehicle environment.
• Candidates must be bilingual, with fluency in English and at least one of the following: Cantonese, Mandarin, or Russian.
• Compassionate and empathetic listening skills focused on patient-centered care.
• Active engagement in conversations with clients and patients, including educating them on products and user guides.
• Professional presentation of oneself and the company.
• Attention to detail in all tasks.
• Strong problem-solving skills for effective troubleshooting.
• Interpersonal and customer service skills essential for client interactions.

Physical Demands

Occasionally required to sit, walk, use hands to finger, handle, or feel, reach with hands and arms, talk or hear, bend, lift, or climb. Occasionally required to lift light weights (less than 25 pounds), moderate weights (25-50 pounds), and heavy weights (50 pounds or greater). Finger dexterity required, hand coordination required, specific vision abilities required for this job including close vision, distance vision, and the ability to adjust or focus.

Work Environment

Exposure to adverse conditions, moving mechanical parts, high, precarious places, outside weather conditions, fumes or airborne particles, possible risk of electrical shock, protective clothing or equipment required including gloves, covering shoes, protective eyewear.

Equal Opportunity Employer

AOTI is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Data Privacy Notice

We collect and use personal information you provide in your application, such as your name, contact details, and professional experience, to evaluate your qualifications and manage our recruiting process. We may also obtain information from publicly available sources or referrals in connection with recruiting activities. We retain this information for a limited period in accordance with applicable laws and our internal policies. You may request access to, correction of, or deletion of your personal information at any time by contacting us at talentaquisition@aotinc.net.

Join Us

Join AOTI and help us grow our impact—one patient at a time