Patient Education Consultant

At Tactile Medical, we specialize in developing at-home therapy devices to treat lymphedema, chronic venous insufficiency and respiratory illnesses.

About the role

The Patient Education Consultant conducts demonstrations and trainings with current and potential Tactile Medical patients on our products in their assigned area. This position builds strong rapport with the patient through product introduction, discussion of financial options, closing the sale, delivering training, and ensuring the patient can use their product as prescribed. Demonstrations are completed in-person at a pre-determined location, while trainings may be delivered in-person or via telehealth. Both interactions require documentation standards based on the patient’s insurance and Tactile Medical’s 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, including explaining financial responsibility, insurance coverage, and finalizing the sale
• Provide clear verbal instruction during demonstrations or trainings, adapting to the patient’s specific situation to meet individual needs (utilize adaptive techniques when needed)
• Manage and respond appropriately to patient feedback or objections regarding the product, financial responsibility, and required paperwork
• Ensure appropriate preparation for all trainings and demonstrations, including confirming appointment details, and having all necessary equipment, supplies, documentation, and accessories
• Review, complete, and submit required paperwork with the patient and answer questions
• Work collaboratively with territory partners to facilitate order completion, including collecting signatures on prescriptions or other insurance-required documents
• Identify, escalate, and communicate problems, questions, or additional patient support needs to the 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
• Perform 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

Preferred Qualifications

• Health-related certification
• Medical device or healthcare industry experience

Skills

• Clear written and verbal communication with patients, caregivers, field staff, and internal teams
• Strong interpersonal communication skills, including the ability to empathize with patients and caregivers
• Strong critical thinking and decision-making in healthcare-related situations
• High degree of confidence and professionalism interacting with people of diverse cultures, ages, and abilities
• Excellent organization and time management skills; proactive and efficient in scheduling and managing multiple appointments
• Able to apply new information from online learning modules, virtual, or in-person interactions to enhance the patient experience
• Skilled in teaching others
• Ability to stay focused and organized to complete assigned tasks
• Technology-savvy to efficiently complete paperwork, update records, and communicate progress
• Self-directed and able to work independently to overachieve results

Benefits

• Medical, dental, and vision benefits
• Retirement benefits
• Employee stock purchase plan
• Paid time off
• Parental leave
• Family medical leave
• Volunteer time off and additional leave programs
• Life insurance
• Disability coverage
• Other life and work wellness benefits and discounts

Benefits may be subject to generally applicable eligibility, waiting period, contributions, and other requirements and conditions.

Pay

US Pay Range: $23.89 - $31.35 USD per hour. Offers may differ based on candidate location, job-specific knowledge, skills, and experience.