Patient Support Services Specialist

About iO Urology

Right data, right patient, right care. Always.

iO Urology is dedicated to enhancing the lives of those living with urologic conditions by providing a convenient, accessible, and stress-free way to monitor their health from the comfort of home.

Through our CarePath device, patients can effortlessly gather accurate, reliable data without frequent clinic visits. With embedded cellular connectivity, CarePath ensures that patients and their healthcare providers have immediate access to valuable insights—enhancing diagnosis, treatment, and ongoing care.

We believe better data leads to better care. By empowering patients to take charge of their health journey, we simplify care pathways, improve outcomes, and enhance quality of life. Our innovations are guided by patient needs and our commitment to comfort, safety, and well-being.

We set new standards in urological care by making it simpler, more convenient, and more patient-focused than ever before.

Position Summary

The Patient Support Services Specialist plays a central role in ensuring a positive and successful CarePath evaluation experience for patients and providers. This role acts as the primary point of contact for patients prescribed a CarePath Evaluation, guiding them through the process, supporting device usage, and ensuring timely completion of their study.

Patient Support Services bridges the gap between patients, providers, and the CarePath system. By providing education, proactive communication, and operational coordination, this role helps patients successfully complete their evaluations while ensuring accurate data collection and smooth workflow execution for clinical partners.

Working closely with clinic teams and internal iO Urology departments, Patient Support Services ensures that each CarePath evaluation is completed efficiently, compliantly, and with a strong focus on the patient experience.

Key Responsibilities

Patient Education & Support

• Serve as a primary contact for patients prescribed a CarePath Evaluation.
• Educate patients on the purpose and clinical value of the CarePath System.
• Provide clear guidance on device setup, use, and study expectations.
• Use standardized educational materials to support patient understanding.
• Answer patient questions and provide technical or process support.

· Communicate with clinic contact(s) as needed on patient status or connecting the patient back to the clinic for clinic or medical related questions

Patient Engagement & Compliance

• Maintain regular communication with patients through approved communication channels.
• Review patient progress and follow-up to support patients in successfully completing their evaluation in the expected timeframe.
• Encourage adherence to CarePath study protocols.

Data Collection & Documentation

• Assist patients in accurately recording key study information including fluid intake, voiding events, and symptom tracking.
• Ensure patient information and study data are properly documented.
• Maintain accurate records of patient interactions while ensuring HIPAA compliance.
• Generate CarePath evaluation reports for internal and clinical partner use.

Device Logistics & Operational Support

• Coordinate shipment, tracking, and retrieval of CarePath devices.
• Ensure devices are delivered to patients on time and returned promptly.
• Maintain documentation of device handling and redeployment.
• Support operational efficiency of device availability.

Qualifications

Education & Experience

• Licensure - Currently licensed as a Nurse (RN or LPN) in Tennessee or holds a privilege to practice under the Nurse Licensure Compact (NLC)
• Education – Graduate of an accredited school of nursing (diploma, associate, or bachelors’s degree)

· 5 years of experience in healthcare support, patient services, or administrative roles involving patient interaction.

• Experience with electronic health records (EHR) or patient management systems preferred.
• Experience in urology, remote patient monitoring, or care coordination is a plus.

Skills & Competencies

• Communication – Strong verbal and written communication skills.
• Patient-Centered Mindset – Demonstrated empathy and commitment to patient experience.
• Organization – Ability to manage multiple workflows simultaneously.
• Attention to Detail – Ensures accurate documentation and reliable data collection.
• Technical Comfort – Comfortable using digital platforms and monitoring technologies.
• Problem Solving – Ability to troubleshoot patient issues and escalate when appropriate.
• Collaboration – Works effectively with internal teams and clinical partners.

Work Environment

This is a hybrid role with both in-office and remote work settings. It involves frequent patient communication via phone, messaging, and digital platforms. Occasional participation in team meetings or clinic coordination will be required.

Flexibility to support patients across varying schedules, including occasional evenings or weekends, may be necessary.

Performance Metrics

• Timeliness of patient onboarding and study completion
• Patient compliance with CarePath study protocols
• Patient satisfaction and engagement
• Accuracy and completeness of documentation
• Efficient management of device logistics and workflows

Pay: $25.00 - $55.00 per hour

Expected hours: 18.0 – 25.0 per week

License/Certification:

• RN or LPN License in the state of Tennessee (Required)

Work Location: In person

Salary : $25 - $55