Patient Advocate

Tactile Medical•Minneapolis, MN

9d•$21 - $27

About The Position

At Tactile Medical, we specialize in developing at-home therapy devices to treat lymphedema, chronic venous insufficiency and respiratory illnesses. The Patient Advocate serves as the patient’s champion and works on their behalf to provide individualized support while navigating the medical DME space. This role oversees continuum of care, facilitates change of insurance, rental reauthorization and other processes specific to those with Medicare as a form of primary insurance. A successful Patient Advocate carries themselves with empathy and understanding, has excellent written and verbal communication skills, and has the ability to apply critical thinking to nuanced patient situations.

Requirements

Bachelor’s degree or equivalent work experience
3 – 5 years of customer service, call center, or healthcare experience
Strong written and verbal communication skills
Ability to manage emotional or challenging situations effectively
Application of de-escalation techniques when necessary
Ability to complete multiple tasks concurrently with effective time management
Leverages critical-thinking skills, within defined work processes and policies, in response to nuanced situations
Exceptional written documentation skills – clear, complete, and concise
High attention-to-detail and accuracy
Thrive in a fast-paced, continuously changing environment
Problem-solving skills with the ability to identify and seek support to resolve issues quickly and accurately
Proficiency using MS Word, Excel and Outlook
Delight customers with empathy, active listening, and timely response

Nice To Haves

Experience with medical billing, insurance, authorization and/or reauthorization, or collections

Responsibilities

Respond to inbound patient inquiries via phone, chat, text and email
Initiate outbound patient contact, part of the rental reauthorization process, to obtain information for continued authorization of Tactile products in an active rental cycle
Support patient continuum of care from Tactile Medical’s basic pump (Entre) to the Flexitouch in alignment with payer policy requirements
Initiate outbound patient contact to determine treatment response and satisfaction with use of our medical device(s)
Explain reimbursement processes, gather thorough and detailed medical information to advance prior authorization, appeal or self-pay
For patients whose insurance has changed throughout the order process or billing cycle, will initiate outbound contact to advise patients of cost impacts and other considerations
Document patient contact in an accurate, timely and concise manner for use by other internal departments
Provide prompt and professional response to patients that report product or service dissatisfaction that requires additional review, evaluation or investigation
Evaluate patient contact via inbound contact, experience reports and/or file reviews in response to patient need
Complete documentation audits to verify complete files for shipment and billing
Facilitate shipment and/or billing for products
Monitor work queue and prioritize/complete patient-related tasks
Effectively communicate patient concerns and grievances through the internal reporting system
Other duties as assigned