Account Support Representative (Bilingual Preferred)

AOTI is a wound-care technology company providing advanced therapies for patients with chronic and complex wounds. The Account Support Representative delivers, sets up, retrieves, and maintains therapy equipment while educating and supporting patients, monitoring therapy utilization, documenting wound progress, and coordinating with clinical and customer service teams.

Responsibilities

• Manages own schedule and performs product delivery, set up, pick up, and cleaning within the territory to maintain and optimize therapy effectiveness and equipment readiness
• Provides patients with defined education and support
• Motivates and supports patients in their utilization of TWO2 therapy through empathetic, personalized and goal-oriented encouragement
• Actively tracks and reviews patient therapy data collected through remote device monitoring systems or through manual monitoring of device hours
• Consistently monitors patient engagement (as reflected by therapy utilization) and proactively interacts with patients to provide thoughtful encouragement, guidance and support
• Utilizes motivational interviewing training provided by AOTI to help patients be fully engaged in their own healing
• Collaborate with the Wound Care Consultant and Virtual Therapy Clinical Support team to ensure optimal therapy utilization and wound progress, incorporating relevant insights gained from patient interactions
• Identifies potential therapy issues and escalates to the Wound Care Consultant AND Virtual Therapy Clinical Support team in real-time
• Utilizes the AOTI provided wound imaging platform to document wound progress
• Utilizes the AOTI provided phone and messaging app for calls and text messaging with patients
• Help coordinate paperwork and patient consent forms as needed with the patient, WCC, and customer service teams to ensure patient’s access to therapy
• Communicates effectively across departments and teams
• Maintains proper levels of equipment and consumable stock
• Ensure proper functioning of equipment prior to and after patient placement and immediately report any issues
• Promptly and thoroughly completes equipment cleaning and maintenance procedures
• Knowledgeably responds to patient queries about company products and services
• Provides prompt, professional and courteous customer service
• Additional tasks to be performed under the direction of the Wound Care Consultant (WCC) and in collaboration with the Manager
• Assist staff by capturing photographs of wound sites with measurement tools visible for documentation purposes
• Coordinate product in-service with healthcare staff on company equipment and supplies
• Assist the Wound Care Consultant by attending local or regional conferences and exhibits, including handling setup and breakdown
• Facilitate scheduling and communication for peer-to-peer review programs
• Demonstrates flexibility and availability to work extended hours as needed, particularly during peak periods such as month-end or some weekends

Preferred

• Previous experience in a patient-centered or customer facing role preferred
• Patient-Centered Experience
• Customer-Facing Experience

Benefits

• Full benefits with a company-sponsored stipend
• 401(k) with company match
• Company-paid Basic Life, AD&D, Short-Term, and Long-Term Disability Insurance
• 11 Paid Holidays + 2 Floating Holidays
• Paid Vacation and Sick Time
• Paid Volunteer Time Off to give back to your community
• Employee Referral Bonuses
• Car allowance, fuel reimbursement, and corporate discounts

Company

• Wound-healing solutions for acute and chronic wounds
• Oceanside, California, USA
• http://aotinc.net/
• Founded in 2006
• 51-200 employees

Qualifications

• High school diploma or equivalent
• Experience: 3+ years of related experience; or equivalent combination of education and experience
• Reliable transportation to deliver and pick up equipment
• Ability to safely transport equipment in an enclosed vehicle environment
• Candidates must be bilingual, with fluency in English and at least one of the following: Cantonese, Mandarin, or Russian
• Compassionate and empathetic listening skills focused on patient-centered care
• Active engagement in conversations with clients and patients, including educating them on products and user guides
• Professional presentation of oneself and the company
• Attention to detail in all tasks
• Strong problem-solving skills for effective troubleshooting
• Interpersonal and customer service skills essential for client interactions
• Occasionally required to sit
• Occasionally required to walk
• Occasionally required to use hands to finger, handle, or feel
• Occasionally required to reach with hands and arms
• Occasionally required to talk or hear
• Occasionally required to bend, lift, or climb
• Occasionally required to lift light weights (less than 25 pounds)
• Occasionally required to lift moderate weights (25-50 pounds)
• Occasionally required to lift heavy weights (50 pounds or greater)
• Finger dexterity required
• Hand coordination required
• Specific vision abilities required for this job include close vision, distance vision, and the ability to adjust or focus
• Applicants must reside within or near the assigned territory
• Previous experience in a patient-centered or customer facing role preferred
• Experience: 3+ years of related experience; or equivalent combination of education and experience.

Required skills

• Bilingual Communication, Bilingual Communication Cantonese, Bilingual Communication Mandarin, Bilingual Communication Russian, Empathetic Listening, Patient Education, Product and User Guide Education

Experience

• 3+ years