[Hiring] Patient Support Specialist @Nsight Health

Role Description

We are seeking a motivated and detail-oriented Patient Support Specialist (Onboarding) to join our Patient Experience Department. In this role, you will be responsible for being the first point of contact for our patients as they begin their remote monitoring journey. You will play a vital part in ensuring their successful adoption and understanding of their medical devices, empowering them to actively manage their chronic conditions.

• Conduct Comprehensive Onboarding Calls:
  • Initiate and lead remote onboarding sessions with newly enrolled patients via phone or video conferencing.
  • Clearly and concisely explain the purpose of remote patient monitoring and the benefits of using their assigned medical devices.
• Device Setup and Usage Guidance:
  • Provide step-by-step instructions on how to unpack, set up, and connect their medical devices (e.g., blood pressure cuffs, heart rate monitors) to the required platforms or applications.
  • Address any initial technical challenges patients may encounter with patience and clarity.
• Vital Readings Education:
  • Educate patients on the significance of consistently monitoring their vital signs.
  • Explain what constitutes a normal range and guide them on how to accurately interpret the readings provided by their devices.
• Troubleshooting and Technical Support:
  • Offer effective troubleshooting assistance for common device setup or usage issues.
  • Escalate more complex technical problems to the appropriate internal support teams while ensuring the patient remains informed and supported.
• Accurate Documentation:
  • Meticulously document all patient interactions, including onboarding progress, questions asked, troubleshooting steps taken, and the patient's level of understanding in the Electronic Health Record (EHR) system.
• Proactive Adherence Calls:
  • Conduct follow-up adherence calls with patients at scheduled intervals to reinforce the importance of consistent monitoring and address any challenges they may be facing in adhering to their monitoring schedule.
• Positive Team Contribution:
  • Actively contribute to a collaborative, supportive, and positive work environment, sharing knowledge and best practices with colleagues.
• Uphold Nsight Culture:
  • Embody and promote Nsight Health's core values of positivity, patient-centricity, and innovation in all interactions.
  • Maintain compliance with company policies and applicable regulations.
  • Perform other duties as assigned.

Qualifications

• A genuine passion for improving patient care and a demonstrated ability to connect with individuals with empathy, patience, and compassion.
• A strong desire and aptitude for patient education, with the ability to explain technical information in a clear and understandable manner to individuals with varying levels of technical literacy.
• Prior experience in a contact center environment is a significant plus.
• Ability to thrive in a very high-volume environment and manage a demanding schedule of approximately 100 calls per day while maintaining a positive and helpful demeanor.
• Excellent verbal communication and active listening skills, with the ability to build rapport and trust with patients over the phone or video.
• Strong organizational skills and attention to detail, with the ability to accurately document patient interactions and follow established protocols.
• Proven problem-solving skills and the ability to troubleshoot basic technical issues related to medical devices.
• Self-motivated and able to work independently and effectively in a remote environment.
• Proficiency in using computers, navigating software applications, and documenting information electronically (experience with EHR systems is a plus).

Requirements

• Previous experience in a healthcare setting, particularly in patient education, telehealth, or remote patient monitoring.
• Familiarity with common medical devices such as blood pressure monitors and heart rate monitors.
• Experience providing technical support or customer service remotely.
• Active Medical Assistant (MA) license is preferred, but not always required, depending on experience.

Benefits

• Competitive base pay of $20/hr.
• Shift Differentials:
  • Evening Differential: +$1.50/hour for hours worked after 7:00 PM ET.
  • Late-Night Differential: +$2.00/hour for hours worked after 10:00 PM ET.
  • Weekend Differential: +$1.50/hour for all hours worked Saturday and Sunday.
• Additional Compensation (If Applicable):
  • Sign-On Bonus: $2,000 paid after 120 days of continuous employment, contingent upon active employment and satisfactory performance at time of payout.
  • Monthly Bonus Potential: Uncapped ($3,000 - $4,000 average).
  • 5% Bilingual Pay Allowance.
• 11 Paid Company Holidays annually.
• Paid Time Off (PTO).
• Medical, Dental, Vision, and supplemental insurance options.
• 401(k) Plan with 3.5% Company Match.
• Company-provided equipment.