Core Competencies:
- Ethics. Works with integrity; Upholds organizational values
- Dependability. Follows instructions, and responds to management direction; results oriented and committed to achieving objectives and tasks as required
- Teamwork and Collaboration. Exhibits objectivity and openness to other’s views; Gives and welcomes feedback; Contributes to building a positive culture. Communicates effectively
- Professionalism. tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration; Accountable for all actions and decisions
- Organizational Support. Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values
- Quality Management. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
- Decision Making. Analyzes each situation, looking for opportunities to make any situation more beneficial for the company. Participates effectively in communication to achieve optimum results
Job Overview:
The Customer Execution & Clinical Monitoring Specialist plays a critical role in supporting all aspects of patient monitoring implementation for our provider partners. This includes screening patients for eligibility, providing phone and email support to both patients and physicians, coordinating device distribution, setup, and education, and offering support in reviewing clinical notes, time logs, and billable codes.
This role involves verifying patient eligibility for Medicare and insurance-covered Remote Patient Monitoring (RPM) services, onboarding patients to the RPM program, coordinating delivery and setup of monitoring devices, and training patients on proper usage. The Specialist ensures compliance with applicable laws, policies, and HIPAA regulations while delivering exceptional customer service.
Key Responsibilities:
- Screen patients for eligibility for RPM, CCM, RTM, and PCM services
- Communicate weekly enrollment schedules
- Welcome and onboard patients to the RPM program
- Educate patients on how to use remote monitoring devices
- Configure and activate monitoring devices in the system
- Track device shipments from manufacturer to patient homes
- Coordinate and support timely device delivery
- Review and ensure monthly completion of clinical documentation
- Manage consent forms and enroll patients in the Vironix platform
- Maintain HIPAA compliance and patient confidentiality
- Adhere to all federal, state, and organizational standards and regulations
- Work strictly within the scope of practice for the patient’s state of residence
- Contribute to utilization management and quality improvement initiatives
- Perform other job-related duties as assigned
Requirements:
- 3+ years of experience in healthcare customer service
- Experience with electronic medical records and healthcare monitoring devices
- Strong skills in planning, organization, conflict resolution, and decision-making
- Excellent interpersonal, verbal, and written communication skills
- Proficient in Microsoft Office (Word, Excel) and quick to learn proprietary software
- Ability to work independently and resolve issues proactively
- Ability to understand instructions in written, oral, diagram, or schedule form
- Fluent in English
- Able to communicate effectively with U.S.-based healthcare professionals
- Empathetic, respectful, patient, and team-oriented attitude
- Ability to offer proactive suggestions and receive constructive feedback
- Capable of solving practical problems and navigating non-standardized situations
- Able to interpret and follow a range of instructions presented in various formats (written, oral, diagram, or schedule)
Preferred Qualifications:
- 2+ years of healthcare experience
- 3+ years of customer service experience
- Nursing or clinical degree
- Familiarity with legal and ethical standards in patient care and rights
