Customer Engagement Specialist - Telesales

ROMTech’s Home Rehab Coordinator (HRC) (Customer Engagement Specialist - Telesales) ensures quick and effective resolution of patient inquiries related to billing, insurance, device delivery/pickup, and treatment guidance. The HRC is a key position as it plays a front-line role in supporting patients prescribed ROMTech’s PortableConnect device. The HRC ensures a high-quality, concierge-level experience from initial contact through to treatment engagement by providing education, resolving concerns, and facilitating smooth coordination across departments. This role is essential to patient satisfaction, therapy adherence, and overall rehab success. 

Responsibilities: 

• Serve as the first point of contact for orthopedic and cardiac patients once a PortableConnect device is prescribed. 

• Proactively contact patients to introduce the PortableConnect and explain its clinical benefits and functionality. 

• Build rapport through compassionate and persuasive communication, effectively addressing hesitation or concerns. 

• Assist with insurance verification, billing questions, and prior authorization issues; provide support in navigating financial assistance if applicable. 

• Manage inbound and outbound calls, including follow-ups to secure patient commitment and schedule next steps. 

• Work cross-functionally with sales, logistics, billing, clinical, and customer service teams to ensure a seamless and satisfying patient journey. 

• Re-engage patients who have stalled in the onboarding or treatment process through strategic outreach. 

• Educate patients on the importance of consistent device use, adapting messaging to the patient's understanding and readiness. 

• Utilize CRM to document interactions with patients. 

• Continuously stay informed on updated SOPs, insurance guidelines, and product information. 

• Meet or exceed performance metrics related to outreach, conversions, and patient satisfaction. 

• Use best practices to enhance patient satisfaction. 

• De-escalate calls as needed. 

• Additional tasks as assigned

• Proven ability to persuade, motivate, and communicate clearly. 

• Ability to translate complex clinical or technical information into patient-friendly language. 

• Comfortable working in a fast-paced, goal-driven environment. 

• Confident in cold calling and converting hesitant patients. 

• Thrive in a metrics-based culture and enjoy being part of a collaborative team. 

• Empathetic, resilient and professional in all patient interactions. 

• Excellent phone etiquette and written communication skills. 

• Detail-oriented, organized, and tech-savvy. 

Work Experience Requirement

• 2 years in sales. 

• 2 years in customer facing roles, preferred. 

• Experience handling insurance or billing-related inquiries is a plus. 

• Proficient in Microsoft 365, CRM/EMR platforms. 

• Familiarity with medical terminology or healthcare workflows is a strong plus. 

Direct Reports

• None

Physical Demands Summary

• Ability to sit at a computer terminal for an extended period. 

• Moderate noise (i.e., phone calls, online meetings, computer audio) 

• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard. 

• Specific vision abilities required by this job include close vision requirements due to computer work. 

• Regular, predictable attendance is required. 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Reasonable accommodation requests must be made in writing by emailing people@romtech.com.