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

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