The Patient Support Representative is a front-line interface between Podimetrics and the patients we serve. This team member will have the opportunity to support our patients directly, collaborate closely with our cross-functional support team in ensuring the highest-quality care and patient experience, and share ideas to help us improve our processes, products, and services. On a day-to-day basis, this role will field incoming calls from patients and their caregivers, assist with some types of requests and questions, and forward callers to the appropriate nurse care manager or technical support person for further assistance. They will also help coordinate patient support logistics and activities to help ensure our patients receive the timely care they need and stay engaged with our unique and effective monitoring program. Primary responsibilities include:

• Answer inbound calls from patients and caregivers and assist with common non-clinical support requests. 

• Triage caller requests, determine the best person to assist with the patient’s request, and transfer calls or schedule callbacks to ensure the patient receives timely support. 

• Maintain high-quality records of non-clinical support requests and ensure adequate closure of those tickets. 

• Analyze inbound call data trends, share regular reports on common issues, and provide recommendations for process improvements. 

• Help implement a new support ticketing system and spearhead the initial use of the program. 

• Provide logistical and administrative support for other patient needs such as UPS pickups and return labels. 

• Act as a voice-of-the-patient within our team, sharing feedback, challenges, and ideas for program, process, and technology improvements.

Qualifications:

Required

• Minimum 2 years in a customer service role, preferably telephonic and in a healthcare setting

• Energized by speaking with people on the phone; able to remain upbeat and engaged for up to a full day of back-to-back calls

• Experience working in a fast-paced environment

• Excellent organizational skills and attention to detail

• Excellent English, written, and verbal communication 

• Strong collaboration skills and team orientation  

Preferred

• Healthcare interest and experience

• Bi-lingual ability (Spanish preferred)

• Boston area and able to come into the office in Somerville, MA on a daily basis

Critical Competencies:

Compassion: Meets people where they are in their perspective and demonstrates great care for others. Listens well and understands others’ needs quickly.

Communication skills: Articulates written and verbal messages clearly that are easily understood by others.

Interpersonal skills: Establishes rapport quickly. Builds and maintains diverse relationships.

Critical Thinking: Gathers and synthesizes information to reach conclusions, determine immediate and longer-term next steps, and create plans.

Teamwork: Respects colleagues and works well within and across teams. Motivates teams to achieve high performance.

Adaptability: Embraces and adjusts quickly to change. Has a drive for and is creative in problem-solving and continuous improvement solutions.

Podimetrics is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.