Job Description

Success in this role is measured by proactive and consistent patient outreach, accurate documentation, therapy and product fluency, patient satisfaction, and disciplined scope-of-practice adherence. Specialists use approved communication protocols as a framework rather than a rigid script, adapting conversations to the patient while reinforcing clinician-prescribed instructions. The role does not diagnose, alter a care plan, make new clinical recommendations, or independently troubleshoot device malfunctions.

Core Competencies

• Clinical Fluency & Scope Awareness — Discusses prescribed therapy confidently within approved boundaries, reinforces clinician instructions, and recognizes when questions must return to the prescribing clinician.

• Proactive Patient Outreach — Builds positive patient relationships through consistent telephone, email, and chat outreach focused on therapy engagement, efficacy, and satisfaction.

• Patient & Customer Focus — Responds to concerns promptly and professionally while supporting a positive experience for patients, clinics, coworkers, and internal partners.

• Therapy & Product Knowledge — Applies approved knowledge of Altivera therapies and products to patient education and therapy-support conversations.

• Relationship Management & Coachability — Builds trust quickly and uses coaching and feedback to continuously improve conversation quality and patient support.

• Collaboration & Handoffs — Coordinates cleanly with Product Support, Quality Assurance, clinicians, and internal partners when patient needs fall outside role scope.

• Documentation Accuracy — Maintains complete, timely, and professional records of patient interactions and follow-up activity.

• Prioritization & Time Management — Manages a consistent daily outreach volume while maintaining quality, responsiveness, organization, and attention to detail.

Essential Duties & Responsibilities

Patient Outreach & Therapy Support

• Proactively initiate telephone, email, and chat contact with patients to assess prescribed therapy progress, complete wellness checks and patient surveys, and follow up on therapy-related concerns.

• Reinforce clinician-prescribed therapy instructions and address efficacy and satisfaction questions using approved therapy and product knowledge.

• Recognize when a question crosses into diagnosis, care-plan modification, or new clinical recommendations and route the patient back to the prescribing clinician.

• Expedite resolution of patient concerns related to the therapy experience to support satisfaction and continued engagement.

• Respond to patient and internal-team communications in a timely, professional manner.

• Provide patient education on Altivera medical products and how they connect to the patient's prescribed therapy.

• Recognize device-malfunction or technical-troubleshooting needs and hand off cleanly to a Product Support Specialist.

Documentation & Collaboration

• Document all patient communication accurately and completely in Altivera systems.

• Maintain detailed, professional patient notes that support continuity, compliance, and appropriate follow-up.

• Partner with Product Support Specialists, Quality Assurance, and other internal teams to improve patient therapy efficacy and satisfaction.

• Coordinate clear handoffs and escalation details when another team or the prescribing clinician must take ownership.

• Complete required training and use coaching and feedback to strengthen therapy, product, communication, and documentation skills.

Operational Excellence

• Meet established daily outreach volume, quality, documentation, and compliance expectations.

• Maintain schedule adherence, attendance, responsiveness, and professional communication standards.

• Identify recurring patient concerns, therapy-support themes, and process-improvement opportunities and communicate trends to leadership.

• Use approved communication protocols consistently while adapting conversations appropriately to individual patient needs.

• Perform other duties and special projects as assigned.

Success Measures

• Consistent proactive patient outreach and follow-up

• Therapy and product knowledge demonstrated within role scope

• Accurate and complete patient-interaction documentation

• Outreach volume, quality, and compliance performance

• Effective handoffs to Product Support, Quality Assurance, and prescribing clinicians

• Patient efficacy, satisfaction, and continued therapy engagement

Experience & Education

• High school diploma or equivalent required.

• Experience in patient care, clinical support, medical sales, athletic training/sports medicine, PT/OT clinic support, or a similarly clinical-adjacent environment.

• Strong written, verbal, telephone, and patient communication skills with strong attention to detail.

• Ability to prioritize, manage time, and stay organized while handling a consistent daily volume of patient outreach.

• Working proficiency with Microsoft Word, Outlook, and Excel.

• Medical training or credential such as RN, LPN, MA, CMA, or Paramedic preferred.

• Bachelor's degree preferred.

• Two (2)+ years of clinical experience in a patient-care environment preferred.

• Customer service experience and demonstrated relationship-management skills preferred.

• Ability to accept coaching and feedback and consistently operate within defined clinical and technical support boundaries.