Patient Service Representative

At Tactile Medical, we specialize in developing at-home therapy devices to treat lymphedema, chronic venous insufficiency and respiratory illnesses.

The Patient Service Representative supports Tactile Medical patients within a contact center environment through inbound and outbound communication. This role’s main responsibility is to be the primary contact for patients prior to the shipment of their device.

Responsibilities

• Outreach to patients to process all pending product shipments
• Effectively communicate with our patients by listening, speaking clearly and using everyday language our patients can understand
• Deliver information to patients in a caring, empathetic, manner that align with Tactile Medical’s overall patient experience
• Discuss reported benefit information with great clarity to patients
• Set up payments and payment arrangements within our point-of-sale system
• Explain and facilitate completion of appropriate forms for patients that may benefit from the financial assistance program
• Provide order status updates for incoming calls from patients and sales representatives, including questions about reimbursement and the insurance process
• Triage patient calls to other departments as appropriate
• Enter and triage Cases for any service complaint or product issue
• Update, maintain and document patient files as well as order information
• Adhere to company and role performance standards, meeting or exceeding expectations for inbound/outbound calls while still emphasizing a focus on quality
• Provide input in team meetings, make suggestions for continuous improvement and best practices
• Participate in cross functional efforts internally & with other departments to ensure yearly shipment goals are achieved
• Maintain compliance with all appropriate regulatory requirements including HIPAA
• Perform other duties as assigned

Qualifications

• Education & Experience
• Required: Associate degree or equivalent work experience
• 1 or more years of customer service/call center experience
• Experience using a multiple monitor interface
• Preferred: Previous experience in medical device or other healthcare environments
• Knowledge & Skills
• Proficiency working with Microsoft Word, Excel, Teams and Outlook with the ability to navigate multiple systems
• Exceptional communication skills both verbal and written with the ability to communicate effectively with all different types of patients
• Strong problem solving and listening skills coupled with patience to be able to assist our patients with the questions and issues they may be experiencing
• Passionate and eager to learn new skills
• Ability to adapt to an ever-changing environment
• Commitment to patient satisfaction
• Thrives in a team environment but is also self sufficient
• Strong ability to multi-task and prioritize
• Demonstrated organizational skills
• Results orientated
• Receptiveness to feedback
• Consistent follow up skills
• Our total compensation package includes medical, dental and vision benefits, retirement benefits, employee stock purchase plan, paid time off, parental leave, family medical leave, volunteer time off and additional leave programs, life insurance, disability coverage, and other life and work wellness benefits and discounts. Benefits may be subject to generally applicable eligibility, waiting period, contributions, and other requirements and conditions.
• Below is the starting salary or hourly range for this position, although offers may differ based on the candidate's location, job-specific knowledge, skills and experience.

US Pay Range

• $20.77 — $27.26 USD
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