Remote Support Technician - RPM

Job Summary 

The Remote Support Technician - RPM is responsible for tracking and analyzing patient health data using remote technology platforms to support healthcare providers in managing patient care. This role focuses on monitoring vital signs, identifying abnormal readings, and ensuring timely communication between patients and healthcare teams. The Remote Support Technician - RPM serves as a key liaison, educating patients on device usage, troubleshooting technical issues, and ensuring compliance in remote monitoring program.  Responsible for documentation and reporting of all compliance activity.  The Remote Support Technician - RPM must be able to demonstrate the ability to work both independently and work in a manner that is consistent with CRMS mission to provide excellence in care.

Responsibilities:

• Monitor patients' health data: regularly review incoming health data (e.g., blood pressure, heart rate, oxygen saturation) through remote monitoring platforms 

• Identify and escalate abnormal readings: recognize trends and variations from normal ranges, flagging abnormal and critical alerts and escalating concerns to the appropriate healthcare provider for intervention 

• Educate patients and caregivers: provide guidance on the proper use of remote monitoring devices, explain the significance of their readings, and encourage adherence 

• Manage noncompliance and patient engagement: monitor patient adherence to remote monitoring program, determine reasons for noncompliance, and provide guidance and support to encourage participation; follow up with patients who are not regularly transmitting data 

• Document and report: maintain accurate documentation of patient interactions, abnormal readings, and escalations; ensure compliance with healthcare policies and regulations, including HIPAA 

• Coordinate with healthcare teams: communicate findings, abnormal trends, and patient concerns to physicians, nurses, and care coordinators to facilitate timely medical interventions 

• Troubleshoot technical issues: assist patients in resolving connectivity or device-related issues, ensuring accurate data transmission and functionality; coordinate with technical support teams if necessary 

• Participate in continuous training and improvement: stay up to date with advancements in remote monitoring technology and modalities 

• Remote monitoring expertise; be a resource for compliance of remote device management for the practice physicians and clinical staff 

• Resolve other issues appropriate to position  

• Responsible for contributing to company oversight and information security functions as outlined in the employee handbook under ‘Remote Employee HIPAA Guidelines 

• May be required to perform other duties as assigned 

Qualifications:

• Certified MA required 

• Strong patient education skills

• Excellent phone demeanor 

• Self-Starter and capable of working independently at home

• Must be patient, empathetic, reliable, and flexible 

• Strong interpersonal and writing/communication skills 

• Excellent documentation/reporting skills

• Demonstrates professionalism in all interactions to create a positive experience 

• Adheres to the Cardiac RMS policy; exudes confidence and positive image 

• Understanding of all HIPAA regulations and the need to strictly adhere to them 

• Demonstrates empathy to those served 

• Good computer skills 

• Able to juggle multiple tasks at the same time 

• Other tasks as assigned

Physical Requirements:

• Remote office work with prolonged periods sitting at a desk and working on a computer 

• Viewing monitors for long periods of time, which may cause eye strain 

• Freedom to get up and move from workspace area as needed 

• Ability to use various office equipment such as copiers, fax machines, phones