Patient Support Representative

Job Title: Patient Support Representative

Department: Clinical Services and Support

Location: Remote (US)

Reports to: Department Manager

Key Relationships: With patients, caregivers, care team, clinical services, operations department, sales support

Salary Range: $50,000-$65,000 commensurate with experience 

About Podimetrics:

Founded in 2011 by a physician and engineers from MIT and Harvard, Podimetrics set out on a mission to improve patient lives through early detection and prevention of diabetic foot ulcers, the leading cause of lower limb amputations. Podimetrics has since evolved to become a rapidly growing virtual care management company with advanced technology and patient-centered services.

Today, Podimetrics teams with and provides solutions to patients, payers and providers that alleviate the health and financial implications of diabetic foot complications in high-risk populations. We are a mission driven, financially responsible enterprise that enables patients to stand on their own feet and live more independent and fulfilling lives.

Core Values:

• People First: We care for our people: team, patients, clinicians & health plans, and stockholders.
• Empathy & Compassion: We seek to understand and take action to improve.
• Respectful Candor: We are direct in communication and work to create an environment where all can share their perspectives without risk of repercussions.
• Active Curiosity: We are deeply curious, always striving to learn more and do better.
• Resourcefulness: We are deliberate in our investment of team and capital, creating opportunity regardless of resources.
• Do the Right Thing: We do the right thing, consistent with our values, even when it is challenging.
• Enjoy the Ride: We are going to have a lot of fun doing it.

Role & Responsibilities

The Patient Support Representative is a front-line interface between Podimetrics and the patients we serve. This team member will have the opportunity to support our patients directly, collaborate closely with our cross-functional support team in ensuring the highest-quality care and patient experience, and share ideas to help us improve our processes, products, and services. On a day-to-day basis, this role will field incoming calls from patients and their caregivers, assist with some types of requests and questions, and forward callers to the appropriate nurse care manager or technical support person for further assistance. They will also help coordinate patient support logistics and activities to help ensure our patients receive the timely care they need and stay engaged with our unique and effective monitoring program. Primary responsibilities include:

• Answer inbound calls from patients and caregivers and assist with common non-clinical support requests.
• Triage caller requests, determine the best person to assist with the patient’s request, and transfer calls or schedule callbacks to ensure the patient receives timely
• Maintain high-quality records of non-clinical support requests and ensure adequate closure of those tickets.
• Analyze inbound call data trends, share regular reports on common issues, and provide recommendations for process improvements.
• Help implement a new support ticketing system and spearhead the initial use of the
• Provide logistical and administrative support for other patients’ needs such as UPS pickups and return labels.
• Act as a voice of the patient within our team, sharing feedback, challenges, and ideas for program, process, and technology improvements.

Critical Competencies and Qualifications for Success:

Required: 

• Minimum 2 years in a customer service role, preferably telephonic and in a healthcare setting
• Compassionate, empathetic, and energized by speaking with people on the phone; able to remain upbeat and engaged for up to a full day of back-to-back call
• Excellent organizational skills and attention to detail
• Excellent English written and verbal
• Experience working in a fast-paced environment: excited by opportunities to adapt, learn, and solve new problems.
• Strong collaboration skills and team orientation

Preferred: 

• Healthcare interest and experience
• Bi-lingual ability (Spanish preferred)
• Basic Excel skills

Podimetrics is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Salary : $50,000 - $65,000