Patient Service Representative

Tactile Medical•Minneapolis, MN

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 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.

Requirements

Associate degree or equivalent work experience
1 or more years of customer service/call center experience
Experience using a multiple monitor interface
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

Nice To Haves

Previous experience in medical device or other healthcare environments

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