What are the responsibilities and job description for the Patient Coach position at Neu Medical?
The Patient Coach supports Account Managers by providing direct patient education, equipment setup, and ongoing assistance to ensure a positive patient experience. This role is responsible for setting patients up with physician prescribed cold therapy units, electrotherapy devices and other misc. durable medical equipment. Completing required documentation, and serving as a key point of contact for patient onboarding, troubleshooting, and daily account support via Salesforce Tasks. The ideal candidate is patient-focused, detail-oriented, empathetic and comfortable working in a fast-paced medical sales environment.
Success in this role requires excellent customer service, strong organizational and time management skills, and the ability to accurately document and resolve issues efficiently. You will collaborate closely with your designated Account Manager, patients, and internal staff to support account activity, maintain accurate Salesforce records, and ensure excellent patient care.
Qualifications
- Associate’s or Bachelor’s degree or 4 years of health care experience required.
- Previous experience in healthcare, medical devices, patient education, or customer service preferred
- Strong interpersonal and communication skills with the ability to educate and reassure patients
- Detail-oriented with strong organizational and documentation skills
- Ability to multitask and adapt to changing daily priorities
- Familiarity with Salesforce or other CRM/scheduling/workflow software (preferred).
- Excellent written and verbal communication skills.
- High attention to detail and strong organizational skills.
- Ability to work effectively both independently and as part of a team.
- Adaptability and problem-solving mindset in a fast paced environment.
- Clean driving record with ability to drive 60-100 miles per day visiting patient residences.
Essential Duties
- Set up patients with NICE cold compression therapy units, including providing hands-on education for proper use, care, and expectations
- Set up patients with Continuums, communicating with lead PT’s and/or your account manager for guidance on safe use and following their PT’s home program
- Conduct NICE Intro Calls and assist with patient onboarding and education
- Troubleshoot device issues and respond to patient questions or concerns in a professional and timely manner
- Accurately complete, collect, and manage all required patient documentation and paperwork
- Enter, update, and maintain patient records, equipment information, and interaction notes in Salesforce
- Track device setups, fittings, follow-ups, and patient communications within Salesforce to ensure accurate account documentation
- Support Account Managers by updating opportunities and tasks in Salesforce as needed
- Ensure all documentation and Salesforce entries are completed in compliance with company policies and healthcare regulations
- Communicate effectively with Account Managers and internal teams regarding patient status, outstanding tasks, and follow-up needs
- Assist Account Managers with additional daily tasks as needed to support account activity and patient care
Pay: $30.00 - $35.00 per hour
Expected hours: 40.0 per week
Benefits:
- Cell phone reimbursement
- Commuter assistance
- On-the-job training
- Opportunities for advancement
- Paid orientation
- Paid time off
- Paid training
- Wellness program
Work Location: In person
Salary : $30 - $35