Patient Education Consultant (Baltimore, MD)

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 is responsible for conducting demonstrations and trainings with current and potential Tactile Medical patients on our products in their assigned area. This position will build strong rapport with the patient through introduction to our product, discussion of financial options, closing the sale, delivering the patient’s training, and ensuring the patient is able to use their product as prescribed.

Demonstrations are completed in-person with patients at a pre-determined location while trainings may be delivered in-person or via telehealth. Both patient-facing interactions require documentation standards which vary based on the patient’s insurance as well as 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, 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; modify 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 the patient and answer questions
• Work collaboratively with territory partners to facilitate completion of orders, which may include but is not 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 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
• Other duties as assigned

Qualifications

Education & Experience

• Required:
  • Bachelor’s Degree or equivalent work experience
  • 2+ years of experience in a patient-facing, education/training, and/or highly advanced customer service role
• Preferred:
  • Health-related certification
  • Medical device or healthcare industry experience

Knowledge & Skills

• Ability to lift 20 pounds on a regular basis
• Ability to work remotely and travel to patients in a home, clinic, or virtual environment
• Able to provide clear written and verbal communication to 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 skills 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 received via 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
• Ability to be self-directed and work independently to overachieve results

Benefits

Our total compensation package includes:

• 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 and 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 - $34.48 USD per hour. Offers may differ based on the candidate's location, job-specific knowledge, skills, and experience.