The Patient Trainer is responsible for delivering in person and virtual (telehealth) trainings to Tactile Medical patients on the use of our products. This involves scheduling appointments with patients, instruction on the use of our products, explaining and completing all necessary paperwork, answering questions and advising on product related inquiries to ensure the patient can effectively use our products. The Patient Trainer performs all job duties while maintaining compliance with all appropriate regulatory requirements including HIPAA.
Accountabilities & Responsibilities
- Contact patients within service levels expectations to schedule training appointments
- Train 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
- Provide clear verbal instruction while demonstrating to patients and/or caregivers
- Gear the training to the patient’s specific situation to ensure the approach meets the individual needs (utilize adaptive technique when needed)
- Verify patient understanding of education by verbal and/or written acknowledgment
- Review and complete required paperwork with patient and answer questions
- Submit necessary paperwork to Corporate for processing within established guidelines
- Identify, escalate and communicate problems, questions or additional patient support to appropriate department at Tactile Medical for follow up. Complete a Field Experience Report (FER) if needed to document patient complaints or incidents
- Effectively use translation tools for patients where English is not their first language
- Meet or exceed established performance expectations
- Travel up to 80% within assigned territory
- Other duties as assigned
Education & Experience:
Required:
- Associates Degree or Advanced Post-Secondary Education
Preferred:
- 2+ years of experience in a patient facing, education/training and/or highly advanced customer service role
- Health related certification or equivalent work experience
- Medical device or healthcare industry experience
- Sales experience
Knowledge & Skills:
- Ability to work remotely and travel to train 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
- 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
- Proactive and efficient in managing scheduled appointments, with excellent time management
- Ability to learn and apply new information to enhance job performance
- Skilled in teaching others
- Ability to stay focused and organized to complete assigned tasks
- Ability to effectively use technology to complete your work
- Ability to be self-directed and work independently to overachieve results
Competencies:
- Empathy
- Patience
- Communication
- Detailed and accurate
- Listening
- Composure
- Time Management
- Critical Thinking
- Adaptability
- Conflict Resolution
- Presentation Skills
It is the policy of Tactile Medical to provide equal opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Tactile Medical will provide reasonable accommodations for qualified individuals with disabilities.
Source: Indeed.com
