Medical Assistant/Technical Support Representative

Job Description

JOB  DETAILS

Patient Onboarding & Engagement

• Conduct welcome calls to introduce patients to the RPM program.• Explain program goals, expectations, and the use of monitoring devices.• Verify and confirm patient shipping addresses for device delivery.

Technical Support

• Guide patients through the setup of monitoring devices once delivered.• Provide clear, step-by-step technical support over the phone.• Troubleshoot device connectivity issues (e.g., cellular syncing).• Document all support interactions in the appropriate systems.

Escalation & Collaboration

• Escalate unresolved technical issues to the appropriate technical team or vendor.• Identify and appropriately escalate clinical concerns or abnormal readings to the nursing team for follow-up.• Maintain clear communication and follow-up on escalated items to ensure resolution.

General Administrative Support

• Ensure timely and accurate documentation in EMR and other tracking systems.• Participate in team huddles, quality reviews, and ongoing training.• Assist in updating patient instructions and FAQs to improve patient experience.

• Ability to work independently, prioritize work and ask for clarification when needed.• Strong work ethic. Position requires 40 hours. • Experience in patient-facing roles (healthcare, telehealth, or call center environments)• Comfortable with basic technology and troubleshooting• Excellent communication skills – able to explain technical concepts in plain language• Strong organizational and time management skills, ability take initiative, manage multiple tasks simultaneously with attention to detail• Proficiency in MS Office suite and Epic • Empathy and patience when working with older adults or patients new to technology

• May require long hours during new system onboarding• Ability to sit for long periods of time.

• No regular travel required for this position, though flexibility to travel to specific company events/conferences preferred.

• Medical assistant certification or similar clinical background preferred• Epic experience required• Experience with remote patient monitoring programs or connected health devices preferred• Bilingual is a plus• Capable of consistently exercising diplomacy, patience, and tact• Excellent communication and interpersonal skills • Ability to work in a fast-paced and collaborative team environment.

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