Onboarding Specialist

Job Title: Onboarding Specialist

Department: Patient Experience & Operations Excellence

Location: Remote

Reports to: Onboarding Specialist Supervisor

Key Relationships: All Functional Departments

About Podimetrics:

Founded in 2011, Podimetrics set out on a mission to improve patient lives through early detection and prevention of diabetic foot ulcers, the leading cause of lower limb amputations. Podimetrics has since evolved to become a rapidly growing virtual care management company with advanced technology and patient-centered services.

Today, Podimetrics teams with and provides solutions to patients, payers and providers that alleviate the health and financial implications of diabetic foot complications in high-risk populations. We are a mission driven, financially responsible enterprise that enables patients to stand on their own feet and live more independent and fulfilling lives.

Core Values:

1. Mission First: We are here to drive critical change, bring hope and compassionate care to those in great need.
2. People Matter Most: We advance our mission by caring for our people (colleagues, patients, providers, customers and stockholders), treating them with kindness and respect.
3. Courageous Action: We are driven to act and demand mutual accountability. We believe that missteps foster learning and iterative improvement.
4. Healthy Debate: We commit to transparent discussion and resulting decisions. The very best decisions come from differing points of view, requiring good intentions, mutual trust and no ego.
5. Deep Curiosity: We are always striving to learn more and do better. We question if the best we have ever done couldn’t be improved further.

Role Description:

The Onboarding Specialist plays a vital role in helping patients begin their journey with Podimetrics. This position is responsible for engaging patients by phone, introducing them to their Podimetrics SmartMat, completing intake, and guiding them through the first successful scan that enables ongoing clinical monitoring. Working directly with patients, this role combines education, motivation, and compassionate communication to ensure every patient understands the value of the program and feels confident using their device.

Key Responsibilities:

Patient Outreach & Activation

• 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.

Documentation & Reporting

• 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.

Collaboration & Coordination

• 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

Qualifications:

Required

• 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.

Preferred

• 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.

Critical Competencies:

• Patient Communication Skill: Connects authentically with patients and builds trust through empathy and clear explanations.
• Adaptability: Adjusts quickly to patient needs, feedback, and schedule changes.
• Motivational Mindset: Uses a results-oriented yet compassionate approach to guide patients toward activation.
• Sales-to-Engagement Balance: Effectively blends education with persuasive communication to drive action.
• Detail Orientation: Ensures documentation accuracy and adherence to workflows.
• Team Collaboration: Works seamlessly across departments and represents Podimetrics with professionalism.

Benefits:

• Base Pay: 55k+ base salary commensurate with experience
• 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

Podimetrics is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.