Patient Onboarding Coordinator

Primefocus Health (West Virginia)

Patient Onboarding Coordinator

Company Overview

Primefocus Health is a seed-stage healthtech startup headquartered in San Francisco, originally launched as a venture spinout from LG Electronics' North America Innovation Center. We're building an innovative technology platform that enables healthcare providers and hospitals to create customized remote patient management solutions for chronic conditions. We're on a mission to transform how healthcare providers deliver remote care, making it more efficient and personalized for each patient's needs.

Position Overview

A well-established healthcare provider in the Greater Huntington Area is launching a digital remote care program that helps patients stay connected to their care team between in-person visits. We are looking for a friendly, patient, tech-comfortable coordinator to provide a personal touch and help patients get started on the program with confidence. You will be the first person many patients meet on this journey. Your job is to make the technology feel simple, answer questions with care, and ensure every patient leaves knowing how to use the app and where to turn for help. The majority of this patient engagement will be done onsite and in person.

This position is a full-time role based in West Virginia with approximately 20% travel and requires in-person onsite presence as per the schedule proposed by the manager at the client site. You will report into the Director of Product.

Essential Functions/ Key Responsibilities

• Help patients download, install, and set up the remote care app on their own Apple or Android smartphones and tablets.
• Walk patients through how the app works, including daily check-ins, viewing educational content, and messaging their care team.
• Pair assigned monitoring devices (such as blood pressure cuffs, scales, or pulse oximeters) with the patient's app and confirm readings are coming through.
• Guide each patient through completing their first check-in before the session ends.
• Ensure patients and caregivers know how to reach support and what to do if something isn't working.
• Adapt your approach for patients with limited tech experience, vision or hearing challenges, or caregiver involvement.
• Document onboarding sessions and flag any issues to the clinical or support team.
• Participate in patient feedback efforts, such as distributing surveys or helping coordinate focus groups and user interviews.
• Contribute to periodic reporting on onboarding volume, completion rates, and common support issues.
• Share observed bottlenecks, recurring patient questions, and ideas to improve onboarding efficiency and the patient experience.
• Help maintain edits to onboarding materials such as quick-start guides, FAQs, and troubleshooting tip sheets.
• Assist with tracking device inventory used during onboarding sessions.
• Support mobile clinic days in rural communities once or twice a month.

Ancillary Responsibilities

• Support the product team with user acceptance testing, feedback collection, and documentation updates during platform releases or change events.
• Help train new team members or partner staff on onboarding workflows and device setup.
• Perform other related duties as assigned.

Qualifications

Knowledge

• High school diploma or equivalent required, undergraduate degree is preferred.
• Experience in healthcare, customer service, retail tech support, or patient-facing roles is a plus.
• Familiarity with clinical environments, patient communication protocols, and the role of remote patient monitoring (RPM) in care continuity. 
• Comprehensive understanding of both iOS (Apple) and Android platforms, including navigation, app store workflows, operating system settings, and accessibility features. 
• Basic technical knowledge of Wi-Fi configuration, device syncing, and account credential setup. 
• Understanding the unique access barriers, digital literacy challenges, and transportation constraints faced by patients in rural communities (e.g., Mobile Clinic logistics). 

Skills

• Customer Service & Client Support: Proven ability to de-escalate tech anxiety and deliver a warm, reassuring user experience during initial onboarding.
• Technical Troubleshooting: Proficient in resolving immediate, real-time technology setup challenges (e.g., resetting passwords, clearing app installation blocks).
• Medical Device Integration: Skill in pairing and validating data transmissions for remote monitoring equipment (e.g., blood pressure cuffs, digital scales, pulse oximeters).
• Adaptive Instruction & Education: Ability to break down complex digital tools into simple, step-by-step instructions tailored to non-technical users, older adults, or individuals with sensory limitations (vision/hearing).
• Administrative & Electronic Documentation: Skill in accurately logging patient onboarding sessions, tracking completion statuses, and flagging technical/clinical escalations in system records.

Abilities

• Capacity to maintain a gentle, encouraging demeanor when working with first-time technology users or frustrated patients. 
• Ability to dynamically adjust teaching styles on the fly depending on caregiver involvement, patient cognitive/physical capabilities, or changing clinic environments (e.g., standard clinic vs. mobile rural clinic). 
• Interpersonal Communication: Natural ability to build immediate trust, rapport, and confidence with diverse community members, particularly older adult populations. 
• Attention to Detail: Ability to meticulously verify that initial patient data transmission is active and functional before ending an onboarding session. 
• Reliable, organized, and comfortable working independently once trained.

Benefits

• Competitive salary ($45K - $55K annually) with discretionary performance bonus
• Paid time off & Holidays
• Comprehensive health benefits and 401K
• Opportunity to shape the future of healthcare delivery
• Collaborative and innovative work environment
• Regular team events and learning opportunities

Working Conditions

Physical Requirements : The incumbent in this position will work in a clinical and office environment either remotely or onsite. Most of the duties are performed on computers and digital tools. This position might require sitting or standing for extended periods of time.The working environment is typically dynamic, fast-paced, requiring adaptability and strong communication skills to collaborate with stakeholders. Expect to spend time attending meetings, leading or participating in workshops, and facilitating user-onboarding sessions with end-users or clinical staff. Ability to regularly lift and carry up to 15 pounds, and occasionally lift up to 50 pounds is preferred.

Travel requirements - This job may require the incumbent to travel up to 20% of their time based on the business needs.

Purpose of Travel - Likely involves visiting different clinical sites, conducting on-site patient onboarding, or meeting with clinical staff. Travel domestically in the US to attend events, trainings, workshops that the manager deems necessary for leveling up.

Location

This is a full-time position based in West Virginia.