Therapy Support Specialist

Job Title

Success in this role is measured by proactive and consistent patient outreach, accurate documentation, therapy and product fluency, patient satisfaction, and disciplined scope-of-practice adherence. Specialists use approved communication protocols as a framework rather than a rigid script, adapting conversations to the patient while reinforcing clinician-prescribed instructions. The role does not diagnose, alter a care plan, make new clinical recommendations, or independently troubleshoot device malfunctions.

Core Competencies

Clinical Fluency & Scope Awareness Discusses prescribed therapy confidently within approved boundaries, reinforces clinician instructions, and recognizes when questions must return to the prescribing clinician.

Proactive Patient Outreach Builds positive patient relationships through consistent telephone, email, and chat outreach focused on therapy engagement, efficacy, and satisfaction.

Patient & Customer Focus Responds to concerns promptly and professionally while supporting a positive experience for patients, clinics, coworkers, and internal partners.

Therapy & Product Knowledge Applies approved knowledge of Altivera therapies and products to patient education and therapy-support conversations.

Relationship Management & Coachability Builds trust quickly and uses coaching and feedback to continuously improve conversation quality and patient support.

Collaboration & Handoffs Coordinates cleanly with Product Support, Quality Assurance, clinicians, and internal partners when patient needs fall outside role scope.

Documentation Accuracy Maintains complete, timely, and professional records of patient interactions and follow-up activity.

Prioritization & Time Management Manages a consistent daily outreach volume while maintaining quality, responsiveness, organization, and attention to detail.

Essential Duties & Responsibilities

Patient Outreach & Therapy Support

• Proactively initiate telephone, email, and chat contact with patients to assess prescribed therapy progress, complete wellness checks and patient surveys, and follow up on therapy-related concerns.
• Reinforce clinician-prescribed therapy instructions and address efficacy and satisfaction questions using approved therapy and product knowledge.
• Recognize when a question crosses into diagnosis, care-plan modification, or new clinical recommendations and route the patient back to the prescribing clinician.
• Expedite resolution of patient concerns related to the therapy experience to support satisfaction and continued engagement.
• Respond to patient and internal-team communications in a timely, professional manner.
• Provide patient education on Altivera medical products and how they connect to the patient's prescribed therapy.
• Recognize device-malfunction or technical-troubleshooting needs and hand off cleanly to a Product Support Specialist.

Documentation & Collaboration

• Document all patient communication accurately and completely in Altivera systems.
• Maintain detailed, professional patient notes that support continuity, compliance, and appropriate follow-up.
• Partner with Product Support Specialists, Quality Assurance, and other internal teams to improve patient therapy efficacy and satisfaction.
• Coordinate clear handoffs and escalation details when another team or the prescribing clinician must take ownership.
• Complete required training and use coaching and feedback to strengthen therapy, product, communication, and documentation skills.

Operational Excellence

• Meet established daily outreach volume, quality, documentation, and compliance expectations.
• Maintain schedule adherence, attendance, responsiveness, and professional communication standards.
• Identify recurring patient concerns, therapy-support themes, and process-improvement opportunities and communicate trends to leadership.
• Use approved communication protocols consistently while adapting conversations appropriately to individual patient needs.
• Perform other duties and special projects as assigned.

Success Measures

• Consistent proactive patient outreach and follow-up
• Therapy and product knowledge demonstrated within role scope
• Accurate and complete patient-interaction documentation
• Outreach volume, quality, and compliance performance
• Effective handoffs to Product Support, Quality Assurance, and prescribing clinicians
• Patient efficacy, satisfaction, and continued therapy engagement

Experience & Education

• High school diploma or equivalent required.
• Experience in patient care, clinical support, medical sales, athletic training/sports medicine, PT/OT clinic support, or a similarly clinical-adjacent environment.
• Strong written, verbal, telephone, and patient communication skills with strong attention to detail.
• Ability to prioritize, manage time, and stay organized while handling a consistent daily volume of patient outreach.
• Working proficiency with Microsoft Word, Outlook, and Excel.
• Medical training or credential such as RN, LPN, MA, CMA, or Paramedic preferred.
• Bachelor's degree preferred.
• Two (2)+ years of clinical experience in a patient-care environment preferred.
• Customer service experience and demonstrated relationship-management skills preferred.
• Ability to accept coaching and feedback and consistently operate within defined clinical and technical support boundaries.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.