Patient Support Specialist - Onboarding (Remote)

About Nsight Health

Nsight Health revolutionizes healthcare delivery through Remote Patient Monitoring (RPM), Chronic Care Management (CCM), and Behavioral Health Integration (BHI). Our platform leverages AI-powered technology and 24/7 clinical assistance to assist healthcare providers in managing chronic diseases effectively. We connect patients and care teams across the nation with a HIPAA-compliant system, boosting outcomes, adherence, and patient confidence. Join a mission-driven team that integrates technology and compassion to improve lives.

Role Overview

The Patient Support Specialist for Onboarding within our Patient Experience Department will serve as the initial contact for patients starting their remote monitoring programs. You will educate and assist patients in understanding and using their remote medical devices, empowering them to manage chronic health conditions effectively. Your patient guidance will foster engagement and improve health outcomes.

AI Proficiency

At Nsight Health, AI is fundamental to our operations. Candidates must be comfortable employing AI tools such as Claude and ChatGPT daily, recognizing when and how to utilize AI to enhance productivity. A strong enthusiasm and capacity to work with AI are essential for this role.

Primary Responsibilities

• Lead detailed onboarding calls with new patients, explaining remote patient monitoring's purpose and device benefits.
• Guide patients step-by-step in device unpacking, setup, and connection to necessary applications, resolving initial technical problems patiently.
• Educate patients on vital sign monitoring, including normal ranges and interpreting device readings accurately.
• Provide troubleshooting support for common device issues and escalate complex problems, keeping patients informed throughout.
• Document all patient interactions thoroughly in the Electronic Health Record (EHR) system, including progress and troubleshooting efforts.
• Perform scheduled follow-up calls to promote consistent device usage and address adherence challenges.
• Contribute positively to team culture by sharing knowledge and adhering to Nsight Health’s values of positivity, patient-focus, and innovation.
• Comply with all company policies and relevant regulations.
• Other duties as assigned.

Qualifications

Required:

• Passion for enhancing patient care with empathy, patience, and compassion.
• Skill in educating patients, simplifying technical concepts for diverse audiences.
• Experience in contact centers is advantageous.
• Sales experience to effectively communicate program value and motivate participation.
• Ability to manage high call volumes (~100 daily) while maintaining a friendly and helpful attitude.
• Strong verbal communication and active listening to build patient rapport over phone/video.
• Detail-oriented with excellent documentation and organizational skills.
• Problem-solving aptitude for basic technical troubleshooting with medical devices.
• Self-directed and capable of productive independent work remotely.
• Proficient with computers, software navigation, and electronic documentation (EHR experience preferred).

Preferred:

• Healthcare experience in patient education, telehealth, or remote monitoring.
• Familiarity with devices like blood pressure and heart rate monitors.
• Remote technical support or customer service background.

Work From Home Requirements

• Internet speed minimum: 50 Mbps download / 10 Mbps upload.
• Hardwired internet connection mandatory.
• Speed test must be submitted during offer process.
• Private workspace meeting HIPAA compliance standards.

Work Schedule

• Tuesday through Saturday, 10:00 AM to 7:00 PM Eastern Standard Time.

Training

• Mandatory comprehensive five-week training, Monday to Friday, 9:00 AM – 6:00 PM EST.
• Attendance required to ensure readiness before independent patient support.

Compensation and Benefits

• Base pay of $20 per hour.
• Shift differentials: +$1.50/hr after 7 PM, +$2.00/hr after 10 PM, +$1.50/hr for weekend hours.
• Sign-on bonus of $1,500 after 120 days of continuous employment and satisfactory performance.
• Monthly bonus potential averages $3,000 to $4,000, capped at $8,000.
• Bilingual pay allowance of 5%.
• 11 paid company holidays annually.
• Paid Time Off (PTO).
• Medical, dental, vision, and supplemental insurance options.
• 401(k) plan with a 3.5% company match.
• Company-provided equipment for remote work.

Culture

Nsight Health fosters a collaborative, agile, and mission-driven culture that integrates healthcare, technology, and compassion. Team members across roles contribute directly to improving patient care through innovation.

Recruitment Notice

We warn candidates about fraudulent offers from impersonators. Genuine recruitment occurs only through official hiring processes, with offers communicated by official team members during scheduled conversations. Verify suspicious communications by reaching out through our official channels.