Virtual Patient Care Associate

About H-Wave

H-Wave is a leading provider of drug-free pain relief and rehabilitation devices, committed to enhancing patient outcomes and supporting physicians in the worker's compensation, auto insurance, and personal injury markets. For over 40 years, the H-Wave electronic stimulation device has helped reduce medication usage, manage pain, and accelerate recovery from surgery or injury. Our team values treating customers and coworkers like family with a shared passion for our mission.

Role Overview

As a Virtual Patient Care Associate, you will play a vital role in ensuring positive patient care by facilitating virtual fittings and offering administrative support to dedicated Sales Consultants. This fully remote position involves communicating effectively with patients to instruct them on H-Wave home device use, coordinating appointments, and maintaining accurate records—all while fostering a caring and productive virtual environment.

Key Responsibilities

• Assess and determine the appropriate treatment plan for patients using H-Wave home devices through video and audio consultations.
• Manage referrals by initiating contact, scheduling device instruction, and performing follow-ups.
• Deliver outstanding customer service to encourage successful treatment outcomes.
• Support assigned Sales Consultants with administrative tasks including completing necessary documentation post-consultation.
• Work independently while adhering to established procedures and directions.
• Maintain comprehensive knowledge of company protocols, software systems, and operational processes.
• Conduct inventory control related to medical devices as required.
• Comply with telecommuting policies and remote work standards.
• Exemplify and promote the company’s core values throughout daily operations.
• Execute additional tasks as assigned.

Qualifications and Requirements

• Bachelor’s degree is preferred.
• Background in COTA, PTA, ATC, Personal Training, Kinesiology, and/or Sports Medicine is advantageous.
• Proven track record of achieving goals in dynamic, fast-paced environments.
• At least 3 years of customer service experience, preferably in roles interacting directly with customers.
• A private, quiet workspace at home suitable for conducting virtual patient instruction.
• Strong verbal and written communication skills, proficient with phone, video, and email platforms.
• Exceptional attention to detail.
• Experience using Microsoft platforms is preferred.

Physical Demands

The role requires frequent sitting or standing, fine motor skills such as wrist movements, grasping, verbal communication, listening, visual focus, and occasionally lifting or bending. Candidates must be able to instruct patients effectively on device application and pad placement. Reasonable accommodations can be provided for qualified individuals with disabilities.

Compensation

The position offers an hourly wage ranging between $25.00 and $26.00.