Patient Onboarding Specialist

Customer Service Richmond, VA


Description

Patient Onboarding Specialist (Travel Required)

Richmond, VA
Full time

Who We Are
Spire Health is a leader in virtual-first care for COPD patients with our advanced respiratory monitoring
service. Spire’s Health Tag sensor enables passive, long-term monitoring with unparalleled adherence
and clinical-grade accuracy. Spire’s unique predictive algorithms enable licensed medical staff to identify
clinical deterioration earlier, helping to lower hospitalization rates. Spire partners with health plans,
hospital systems, and pulmonologists to provide best-in-class care to patients living with chronic
respiratory conditions.

Position Overview
The Patient Onboarding Specialist (POS) role is to support the Patient Enrollment team by providing
post-enrollment in-home setup of Spire Health’s respiratory monitoring service (RMS). The POS will
assist patients with setting up their health sensors, explaining how the service works and how to
properly use the device and RMS. The POS will work closely with various departments (Patient
Enrollment, Clinical Operations and Customer Support) to ensure patients are successfully onboarded
into the program. The POS will receive an hourly rate plus a quarterly commission based on key
performance indicators (KPIs) established by the patient enrollment management team.
This position requires extensive, daily travel in and around Richmond, VA (within a 50 mile radius).

Responsibilities
● Complete up to 10 setups per day
● Assist patients with the setup of their health sensors in a calm, patient, and empathetic manner
● Possess a working knowledge of Spire Health’s respiratory monitoring service and have the
ability to confidently explain how our service works in a way that patients understand
● Thoroughly explain and educate patients on the proper use, compliance, and care of the
respiratory monitoring device
● Manage a daily onboarding schedule including updating and communicating availability,
performing patient outreach to confirm scheduled visits, reschedule visits as needed and
communicate changes and updates with the Patient Enrollment team
● Serve as a liaison between various departments to ensure successful onboarding
● Obtain written consent from patients for enrollment into the service
● Update Salesforce records upon completion of onboarding and submit required documentation
● Maintain patient confidentiality and function within guidelines of HIPAA
● Keep up to date with latest marketing initiatives and product changes and updates
● Ability to receive feedback regarding performance and productivity
● Ability to pivot and quickly learn new systems and processes

Position Details
● Full time: 40 hours per week
● Location: Richmond, VA (traveling within 50 miles)
● Shift: Monday to Friday: 09:00 AM - 5:30 PM (EST); no holidays or weekends
● Travel reimbursement: Mileage paid at IRS 2023 rate

Requirements
● High school diploma or GED
● Must have a valid driver’s license
● Must have a clean driving record
● Must have a reliable vehicle
● 2+ years healthcare experience
● Certified Medical Assistant (AAMA), Home Health Aide (HHA) or other healthcare certification
preferred
● Must live in Richmond, VA or within a 10 mile radius

Qualifications
● Direct experience working with patients in either home or medical care facilities
● Experience working with elderly individuals preferred
● Highly developed communication skills
● Bilingual (English and Spanish) desirable
● Experience with Salesforce or other CRM systems
● Ability to work a flexible schedule and work independently
● Strong organizational and time management skills
● Knowledge of remote patient monitoring equipment or home medical equipment
● Experience in a HIPAA or FDA regulated environment

Job Type: Full time (40 hours per week)

Vaccination Policy: Spire Health has a vaccine policy in place and all employees are required to
demonstrate that they have been vaccinated against COVID-19 and are up to date with any boosters per
CDC guidelines or have a company-approved accommodation to the vaccine policy. Candidates may
request a religious or medical exemption to the company’s vaccine policy, which will be promptly
evaluated by the company.