Patient Advocate

BioTAB Healthcare•St. Louis, MO

10d•Onsite

About The Position

The Patient Advocate role closes the loop for every patient, every time. This position is highly active, requiring a dedicated professional to manage high-volume outbound calls with patience, empathy, and clear communication. By combining compassionate customer service with specialized technical and case knowledge, you serve as the vital link between patients and our internal teams to ensure timely, complete issue resolution. You will assist patients in post-order inquiries—such as shipping and garment sizing—while providing technical product knowledge to patients, their families, and caregivers. This role demands meticulous documentation of all interactions, careful tracking of departmental metrics, and seamless cross-departmental coordination. Reporting to the team’s Managers, the successful candidate will demonstrate exceptional detail-orientation, a strong customer service acumen, and a consistent focus on process execution and quality control.

Requirements

Strong communication and interpersonal skills: To interact effectively with patients, families, and healthcare professionals. Ability to work independently and as a team member, take direction and participate in Continuous Education as required for the role.
Excellent organizational and time management skills: To manage a high volume of tasks and ensure timely processing of information.
Attention to detail: To ensure accuracy in patient records and insurance information. Ability to multitask and prioritize duties to support delivery of high-quality patient experience.
Problem-solving skills: To address any issues or challenges that may arise during the work process.
Basic computer proficiency is necessary, and familiarity with specific healthcare software or systems may be required depending on the role.
Demonstrated empathy, patience, and the ability to build rapport and trust with patients, particularly during challenging or emotional situations.
Exceptional communication and interpersonal skills to effectively interact with patients, families, healthcare professionals, and internal teams.
Strong problem-solving skills to address complex issues and challenges.
Must be able to use SalesForce or Epic, fax, email, GSuite or Office, in/outbound calls with appropriate grammar, spelling and punctuation.
Strong communication skills, both written and verbal.
Comfortable handling sensitive and confidential Information (HIPAA).

Nice To Haves

4+ years of experience in healthcare operations, customer service, or similar role or setting preferred.
Knowledge of healthcare regulations and insurance processes: To navigate the complexities of DME care.
Excellent organizational and time management skills to manage team tasks and ensure timely processing of information.

Responsibilities

Conduct outbound calls to patients to confirm ready-to-ship products and shipping information.
Facilitate cross-departmental communication with office and field staff to ensure seamless patient care.
Verify daily orders before being sent to manufacturer
Reconcile daily reports to confirm all orders were received by mfg
Reconcile daily report to confirm all orders dropped to bills
Process support requests in regard to shipping, tracking and receiving by patient
Process support requests in regards to incorrect garments
Take calls/tickets in regards to pump repair and troubleshooting
Issue pick up and deliveries via manifest in billing system
Resolve missing garments
Troubleshoot pump issues
Maintain all documentation related to QMS, orders, products
Respond to patient questions, concerns, and complaints through various channels such as phone, email, chat, or social media, maintaining a high level of empathy and professionalism.
Diagnose and resolve patient issues, guiding them through appropriate solutions and ensuring their understanding.
Maintain comprehensive knowledge of the company's products and services to provide accurate information and effective support to patients.
Escalate complex patient problems to the appropriate internal teams or higher-level support when necessary, ensuring timely resolution.
Accurately record all patient interactions, issues, and resolutions within the designated CRM system, adhering to privacy and compliance standards.
Relay patient feedback and product/service issues to product development and other internal teams to drive continuous improvements in patient care and offerings.
Ensure compliance with relevant healthcare regulations, financial standards, and internal policies. Adhere to all relevant regulations and agency policies regarding patient intake and data management, including but not limited to: CMS and OFCCP guidelines related to our Quality Management System, documentation and process creation and training.