Home Rehab Coordinator

JOB DESCRIPTION

Approved Opening Statement

At ROMTech, we are transforming rehabilitation through innovative technology and exceptional patient support. We are committed to helping patients achieve better outcomes through Clinician guided at-home rehab while delivering an outstanding experience throughout their recovery journey.

ROMTech is a medical technology company that has created and patented a revolutionary medical device and telemedical platform which delivers in-home rehabilitative care. Our disruptive technology has proven to yield faster recoveries and better outcomes with unmatched patient compliance. We began in orthopedics and have entered scale-up of our orthopedic business. We are now leveraging our core technology, infrastructure, and first mover position to enter cardiology, followed by other adjacent markets. Having created this new lane, we have a unique opportunity to serve as the global leader in the business, technology, and science of recovery, and to bring life-changing help to many millions of people.

Position Title: Home Rehab Coordinator
Department: Sales
Reports To: Home Rehab Coordination Manager
Location / Work Environment: Clearwater, Florida Office Environment
Worker Classification: W-2 Employee/Temporary
FLSA Status: Non-Exempt
Job Level: Standard

Job Purpose

The Home Rehab Coordinator (HRC) serves as the primary point of contact for patients prescribed ROMTech's PortableConnect device. This role supports patient onboarding, engagement, and therapy adherence by providing education, addressing questions and concerns, assisting with insurance and billing-related matters, and coordinating with internal teams to ensure a seamless patient experience. The HRC contributes directly to patient satisfaction, treatment participation, operational efficiency, and business growth through proactive outreach, effective communication, and exceptional service.

Key Responsibilities

Essential Duties

- Serve as the primary point of contact for orthopedic and cardiac patients after a PortableConnect device is prescribed.

- Proactively contact patients to introduce the PortableConnect device and explain its benefits, functionality, and role in recovery.

- Build trust and rapport through empathetic, professional, and persuasive communication.

- Address patient concerns, objections, and questions regarding treatment, device usage, insurance coverage, billing, and onboarding requirements.

- Assist patients with insurance verification, billing inquiries, prior authorization questions, and available financial assistance resources when applicable.

- Manage inbound and outbound patient communications, including follow-up calls and outreach efforts designed to improve engagement and conversion.

- Re-engage patients who have paused or delayed onboarding or treatment participation.

- Educate patients on the importance of consistent device utilization and support adherence to prescribed rehabilitation plans.

- Coordinate with sales, logistics, billing, clinical, and customer service teams to ensure timely resolution of patient needs.

- Accurately document patient interactions, activities, and outcomes within CRM and other designated systems.

- Maintain working knowledge of current standard operating procedures, insurance guidelines, product updates, and organizational policies.

- Meet or exceed established performance metrics related to outreach activity, patient conversion, engagement, and satisfaction.

- Apply best practices in customer service, patient experience, and issue resolution.

- Effectively de-escalate difficult conversations and resolve patient concerns in a professional manner.

Other Functions

- Participate in training programs, team meetings, quality initiatives, and process improvement activities.

- Assist with special projects and departmental initiatives as needed.

- Performs other related duties as assigned to support operational and business needs.

Qualifications

JOB QUALIFICATIONS

Skills and Abilities

Required:

- Strong verbal and written communication skills.

- Proven ability to persuade, motivate, and influence patient participation.

- Ability to explain complex clinical, technical, or insurance-related information in patient-friendly language.

- Strong customer service and relationship-building skills.

- Ability to work effectively in a fast-paced, goal-oriented environment.

- Confidence managing outbound call activity and engaging hesitant patients.

- Demonstrated professionalism, resilience, empathy, and emotional intelligence.

- Strong organizational skills and attention to detail.

- Ability to manage multiple priorities simultaneously.

- Proficiency with Microsoft 365 applications and CRM platforms.

Preferred:

- Experience working within healthcare, medical device, rehabilitation, or patient support environments.

- Familiarity with healthcare workflows, insurance processes, and medical terminology.

- Experience working in a metrics-driven sales or patient engagement environment.

Work Experience Requirements

Required:

- Minimum of 2 years of sales experience.

- Minimum of 2 years of customer-facing experience.

Preferred:

- Experience handling insurance-related inquiries, billing support, or prior authorization questions.

- Experience in healthcare, patient services, customer success, or similar environments.

- Experience utilizing CRM and/or EMR platforms.

Education Requirements

Preferred:

- High School Diploma or equivalent.

- Associate degree or higher in Business, Healthcare Administration, Communications, Marketing, or a related field.

License and Certification Requirements

Preferred:

- Customer service, healthcare, sales, or patient experience certifications.

Physical Demands and Working Conditions

Office Environment

- Ability to sit at a computer terminal for extended periods of time.

- Moderate office noise including telephone conversations, virtual meetings, and computer audio.

- While performing the duties of this position, the employee may regularly be required to sit, stand, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, keyboard, and other office equipment.

- Specific vision abilities required by this role include close vision associated with computer-based work.

- Regular and predictable attendance is required.

- No routine travel is required for this position.

- The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this role.

- Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position. Reasonable accommodation requests must be submitted in writing to [email protected].