Patient Onboarding Specialist

General Description

• Manage and support ROMTech’s remote pre-op patient onboarding process via telehealth technology.   

• Remotely onboarding patients through ROMTech telehealth technology pre-op process. 

• Perform all service agent responsibilities in accordance with established company protocols.  

• Schedule patient follow-up appointments as necessary through our ERP & CRM systems.   

• Continually exhibit excellent customer service skills to both external and internal patients. 

• Utilize automated systems to log and retrieve information within our CRM platform.  

• Complete supporting paperwork and data entry, as required.  

• Assists patients effectively by solving technical problems that may arise with the portable connect any other ROMTech devices. 

• Identify and escalate difficult customer situations to the appropriate party. 

• Consistently capture customer information accurately and appropriately.  

• Coordinate and schedule appointments for new patients based on their needs and availability, working closely with schedulers and other team members. 

• Serve as a point of contact for patients, addressing any questions, concerns, or issues they may have throughout the onboarding process.   

• Collaborate with other healthcare team members, such as Field Specialists, Schedulers, and Customer Service Agents, to ensure a seamless patient experience.  

• Follow up with patients after their initial onboarding to ensure their needs were met and address any post-visit questions and/or concerns.   

• Complete any ad-hoc duties as assigned. 

Skills and Abilities

• Demonstrated ability to work cross-functionally within an organization. 

• Ability to work independently in a remote, fast-paced environment.  

• Must be assertive, confident, and adaptable. 

• Top notch communications skills (both verbal and written) 

• Excellent computer skills (Office 365, ERP, CRM, etc.).   

• Excellent organizational skills. 

• Ability to handle multiple tasks and deadlines.  

• Experience with confidential data.  

• Strong interpersonal skills (e.g., active listening, communication, teamwork, patience, empathy, and the natural ability to assess the temperament of a situation and react accordingly). 

Work Experience Requirements

• Experience in healthcare preferred.  

Direct Reports

• None

Physical Demands and Working Conditions

• 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.