Home Rehab Coordinator

About the role

At ROMTech, we are transforming rehabilitation through innovative technology and exceptional patient support. We are committed to helping patients achieve better outcomes through Clinician guided at-home rehab while delivering an outstanding experience throughout their recovery journey. ROMTech is a medical technology company that has created and patented a revolutionary medical device and telemedical platform which delivers in-home rehabilitative care. Our disruptive technology has proven to yield faster recoveries and better outcomes with unmatched patient compliance. We began in orthopedics and have entered scale-up of our orthopedic business. We are now leveraging our core technology, infrastructure, and first mover position to enter cardiology, followed by other adjacent markets. Having created this new lane, we have a unique opportunity to serve as the global leader in the business, technology, and science of recovery, and to bring life-changing help to many millions of people.

The Home Rehab Coordinator (HRC) serves as the primary point of contact for patients prescribed ROMTech's PortableConnect device. This role supports patient onboarding, engagement, and therapy adherence by providing education, addressing questions and concerns, assisting with insurance and billing-related matters, and coordinating with internal teams to ensure a seamless patient experience. The HRC contributes directly to patient satisfaction, treatment participation, operational efficiency, and business growth through proactive outreach, effective communication, and exceptional service.

Department: Sales • Reports To: Home Rehab Coordination Manager • Location: Clearwater, Florida Office Environment • Worker Classification: W-2 Employee/Temporary • FLSA Status: Non-Exempt • Job Level: Standard

Responsibilities

• Serve as the primary point of contact for orthopedic and cardiac patients after a PortableConnect device is prescribed.
• Proactively contact patients to introduce the PortableConnect device and explain its benefits, functionality, and role in recovery.
• Build trust and rapport through empathetic, professional, and persuasive communication.
• Address patient concerns, objections, and questions regarding treatment, device usage, insurance coverage, billing, and onboarding requirements.
• Assist patients with insurance verification, billing inquiries, prior authorization questions, and available financial assistance resources when applicable.
• Manage inbound and outbound patient communications, including follow-up calls and outreach efforts designed to improve engagement and conversion.
• Re-engage patients who have paused or delayed onboarding or treatment participation.
• Educate patients on the importance of consistent device utilization and support adherence to prescribed rehabilitation plans.
• Coordinate with sales, logistics, billing, clinical, and customer service teams to ensure timely resolution of patient needs.
• Accurately document patient interactions, activities, and outcomes within CRM and other designated systems.
• Maintain working knowledge of current standard operating procedures, insurance guidelines, product updates, and organizational policies.
• Meet or exceed established performance metrics related to outreach activity, patient conversion, engagement, and satisfaction.
• Apply best practices in customer service, patient experience, and issue resolution.
• Effectively de-escalate difficult conversations and resolve patient concerns in a professional manner.
• Participate in training programs, team meetings, quality initiatives, and process improvement activities.
• Assist with special projects and departmental initiatives as needed.
• Performs other related duties as assigned to support operational and business needs.