Onboarding Specialist

Summary

Podimetrics is a virtual care management company focused on early detection and prevention of diabetic foot ulcers. The Onboarding Specialist engages patients by phone, completes intake, introduces the Podimetrics SmartMat, and guides patients through device setup and their first successful scan. The role also involves documenting interactions, tracking activation outcomes, reporting issues, and coordinating with cross-functional teams to support a consistent patient experience.

Responsibilities

• Conduct outbound phone calls to patients to introduce the Podimetrics SmartMat program, explain its benefits, and complete intake information
• Guide patients step-by-step through device setup and the first successful scan, ensuring confidence and readiness to participate in ongoing monitoring
• Use motivational and educational techniques to encourage engagement and overcome hesitation or objections
• Maintain ownership of assigned patients until activation is successfully completed
• Accurately document all interactions and progress in the electronic health record (Achilles) and Google-based CRM tracking tools
• Track outreach results, including call attempts, contact rates, and activation outcomes
• Follow pre-written scripts and communication prompts while maintaining a natural, empathetic tone
• Report any technical issues, patient feedback, or barriers to activation to leadership promptly
• Partner closely with the Operations, Sales, and Device Operations teams to ensure smooth handoffs and consistent patient experience
• Participate in training sessions to stay aligned on messaging, workflow updates, and performance expectations
• Support process improvement initiatives to enhance activation rates and patient satisfaction

Skills

• Prior experience in call center, healthcare support, patient engagement, or device sales roles
• Demonstrated success in telephonic outreach or customer-facing environments
• Strong verbal communication and interpersonal skills with the ability to explain concepts clearly and empathetically
• Comfortable navigating cloud-based systems and documentation tools, including Five9 and Google Workspace
• Highly organized and adaptable with the ability to manage time effectively in a remote setting
• Bilingual in English and Spanish
• Prior experience in healthcare, remote patient monitoring, or medical device onboarding
• Familiarity with performance metrics such as call volume, activation rates, and conversion cycles

Qualifications

Must Haves

• Prior experience in call center, healthcare support, patient engagement, or device sales roles
• Demonstrated success in telephonic outreach or customer-facing environments
• Strong verbal communication and interpersonal skills with the ability to explain concepts clearly and empathetically
• Comfortable navigating cloud-based systems and documentation tools, including Five9 and Google Workspace
• Highly organized and adaptable with the ability to manage time effectively in a remote setting

Nice to Haves

• Bilingual in English and Spanish
• Prior experience in healthcare, remote patient monitoring, or medical device onboarding
• Familiarity with performance metrics such as call volume, activation rates, and conversion cycles

Benefits

• Annual Bonus Opportunity
• Equity Options
• Flexible Paid Time Off (Guaranteed four (4) weeks of PTO)
• Paid Sick Leave (up to forty (40) hours annually)
• Fully Paid Parental Leave (twelve (12) weeks for birthing parents, eight (8) weeks for non-birthing/adoptive parents)
• Competitive Medical, Dental, and Vision plans – Podimetrics covers 80% of premiums.
• Health Savings Account with employer contribution
• Employee Assistance Program - Free, confidential advice for team members who need help with stress, anxiety, financial planning, and legal issues.
• 401k
• Life Insurance - Podimetrics pays 100% of the cost of Basic Life & Personal Accident
• Disability insurance – Podimetrics pays 100% of the cost of Short-Term and Long-Term Disability Insurance
• Additional life insurance, critical illness, and accident coverage are available