DivIHN Integration Inc · 10 hours ago
Patient Training Coordinator
United States
Contract
Remote
Mid, Senior Level
$25/hr - $30/hr
4+ years expDivIHN Integration Inc is seeking a Patient Training & Education Coordinator to support the daily functions of their Client Patient Care team. The role involves managing communications with customers regarding product training and device functionality, ensuring compliance, and hosting training webinars for patients on the CGM system.
ConsultingInformation TechnologySoftware
No H1B
U.S. Citizen OnlyHiring Manager
Hema Malini
Responsibilities
Responsible for supporting the daily functions of Client Patient Care team, this will include managing email communication to and from both external and internal customers on a daily basis, answering incoming calls and placing outbound calls to these customers, and assisting customers with any questions or inquiries around product training, device functionality and ongoing use of the client CGM system
Achieve key performance metric goals, blending customer service and problem-solving skills
Ensure all compliance and regulatory measures are being strictly adhered to and deliver quality and timely customer service
Must have a positive, customer-centric attitude, an outgoing personality and a passion for helping others
The Patient Care Specialist will be responsible for all inbound and outbound communication pertaining to device training requests for patients, managing the process of tracking and updating patient training request status, and triage and disposition of additional customer inquiries
Responsible for hosting customer-facing webinars regarding training and education on the client portfolio
Responsibilities include training patients on the CGM system
Training is primarily virtual and may involve one-on-one phone sessions with patients, as well as hosting webinars where the specialist presents slide decks and demonstrates how the system works
This includes guiding patients on how to set up the app, insert the sensor, and use the system effectively
The role also involves sending webinar links to registered participants and managing emails from providers requesting one-on-one coaching sessions
Manage daily flow of all inbound and outbound communication pertaining to patient training requests, ensure patient training requests are distributed and tracked appropriately
Follow up with training staff, when needed, to obtain status updates for patient training requests
Maintain training staff records and ensure roster is current and accurate
Support the interview, onboarding and hiring process for all new training staff
Assist with managing weekly payroll for training staff
Utilize Excel to prepare and distribute monthly reports containing program metrics
Coordinate email campaigns
Strong written and verbal communication is a necessity. Communication must be clear, organized and professional
Inbound phone support to provide exceptional service to customers (when time permits), able to assess customers’ individual needs and concerns, understand and empathize with those needs and apply customer service tactics to meet those needs
Ability to interview and identify customer needs in a focused and empathetic manner
Records customer inquiries by documenting inquiries and responses in customers’ accounts
Use dynamic communication skills to identify customers’ unmet needs
Any sort of teaching or training in a medical device setting
Candidates without direct client experience should have similar experience conducting webinars, using Zoom or PowerPoint, and providing teaching or training in a medical device setting
Responsibilities may shift or be added as the program evolves
Qualification
Required
Minimum 2+years' work experience in a Customer Service, Call Center or Patient service environment
Excellent communication skills
Excellent Microsoft Office skills
Comfortable with technology, and quick to learn new technologies/solutions or potential ways to communicate with and contribute to customer success
Preferred
Preferred extensive knowledge of client products and therapy
Demonstrated high level of performance
Experience hosting online classes (preferred)
Company
DivIHN Integration Inc
DivIHN (‘Divine’) has served as a holistic Technology Consulting entity since 2002, committed to Client Success & Transformation.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Herald Ignatius Manjooran
Founder and CEO
J
John Sinkus
Senior Advisor
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