Order Coordination Analyst

Tactile Medical; Minneapolis (MN); Ibrido; USD 50.000 - 65.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health benefits

401(k) plan

Paid time off

Parental leave

Volunteer time off

Descrizione del lavoro

Tactile Medical is seeking an Order Coordination Analyst to centralize order-related communication and resolve issues across the patient order lifecycle. The role involves obtaining missing documentation, coordinating with providers, clinics, and referral sources, and handling inbound/outbound calls and emails with a focus on timely patient access to therapy.

The position supports a remote-first approach and may require hybrid work for those near Minneapolis, MN.

Competenze

• Associate degree or equivalent combination of education and experience.
• Three or more years of experience in healthcare operations, patient access, reimbursement, provider relations, customer service, or clinical support.
• Experience communicating with healthcare providers, physician offices, clinics, or patients and managing high-volume calls and emails.
• Working knowledge of healthcare operations, medical terminology, reimbursement processes, and HIPAA requirements.
• Strong customer service, verbal and written communication, telephone communication, problem-solving, critical-thinking, organization, prioritization, follow-up, and escalation-management skills.
• Ability to manage multiple requests, assess resolution pathways, work independently, and collaborate across teams.
• Proficiency with Microsoft Office and case management systems.

Mansioni

• Perform proactive outreach to healthcare providers, clinic staff, referral sources, and clinical teams to obtain missing documentation and criteria.
• Review orders for documentation deficiencies, aging, and risks delaying progression.
• Serve as primary Tier 1 contact for inbound calls, emails, and service requests.
• Assess inquiries and provide clear guidance on order status and requirements.
• Escalate complex issues to Tier 2 while maintaining ownership and updates.
• Coordinate handoffs across multiple teams for smooth workflow.
• Document interactions and required information accurately in systems.
• Track service metrics and identify themes to support improvements.
• Maintain HIPAA compliance and other regulatory requirements.

Conoscenze

Customer service

Healthcare operations

Clinical knowledge

Documentation coordination

Communication skills

Problem solving

Team collaboration

Microsoft Office

Case management systems

Formazione

Associate's degree

Bachelor's degree

Strumenti

Salesforce

CRM systems

Microsoft Office

Case management systems

Descrizione del lavoro

Position Summary

The Order Coordination Analyst serves as the central coordination and triage function for order-related communication and issue resolution throughout the patient order lifecycle. This role proactively obtains missing documentation, medical records, clinical information, and payer-required criteria from healthcare providers, clinics, and referral sources to support timely order progression and patient access to therapy. The analyst manages inbound and outbound calls, emails, and service requests through centralized channels, resolves Tier 1 inquiries whenever possible, coordinates cross-functional support, and escalates complex issues while maintaining ownership through resolution. Success requires strong customer service skills, healthcare operations knowledge, clinical acumen, and the ability to build trusted relationships with providers, clinics, internal stakeholders, and field teams.

This position is open to candidates residing anywhere in the United States and may be performed remotely. Employees who reside within 50 miles of our Minneapolis, MN office will be expected to follow the company's hybrid work policy.

Accountabilities & Responsibilities

• Perform proactive outreach to healthcare providers, clinic staff, referral sources, and clinical teams to obtain missing documentation, medical records, signatures, chart notes, testing results, and payer-required criteria.
• Review and monitor orders for documentation deficiencies, aging, and other risks that could delay progression, prior authorization, claims processing, or patient access.
• Serve as the primary Tier 1 contact for inbound calls, emails, and service requests from healthcare providers, clinics, clinicians, referral coordinators, and Tactile Sales representatives.
• Assess inquiries, provide clear guidance on order status, documentation and insurance requirements, workflows, and procedures, and resolve issues independently whenever possible.
• Escalate complex operational, system, reimbursement, and process issues to the appropriate Tier 2 teams while maintaining ownership, monitoring timeliness, and communicating updates through resolution.
• Coordinate effective handoffs across Prior Authorization, Order Management, Benefits Verification, Revenue Cycle, Operational Excellence, Performance Quality, IT, and other functional teams.
• Document customer interactions, documentation requests, issue resolutions, and required information accurately and securely in applicable systems.
• Track service metrics and identify recurring inquiry themes, provider confusion, documentation delays, and order progression barriers to support process improvements, knowledge resources, and operational reporting.
• Maintain exceptional customer service and comply with HIPAA, regulatory requirements, company policies, payer guidelines, and established service and documentation standards.
• Perform other duties and support special projects, operational initiatives, and workflow improvements as assigned.

Qualifications

Required:

• Associate's degree or an equivalent combination of education and relevant experience.
• Three or more years of experience in healthcare operations, patient access, reimbursement, provider relations, customer service, or clinical support.
• Experience communicating directly with healthcare providers, physician offices, clinics, or patients and managing high-volume phone and email communications.
• Working knowledge of healthcare operations, medical terminology, clinical documentation, reimbursement processes, and HIPAA requirements.
• Strong customer service, verbal and written communication, telephone communication, problem-solving, critical-thinking, organization, prioritization, follow-up, and escalation-management skills.
• Ability to manage multiple requests, assess appropriate resolution pathways, work independently, and collaborate effectively across teams.
• Proficiency with Microsoft Office and case management systems.

Preferred:

• Bachelor's degree.
• Experience with medical devices, durable medical equipment, payer operations, prior authorization, reimbursement, or revenue cycle management.
• Experience supporting provider offices or coordinating clinical documentation.
• Knowledge of insurance verification, prior authorization, appeals, and medical documentation requirements.
• Experience with Salesforce, CRM, workflow management, contact center, or service center environments.

Benefits

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.

Salary

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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Tactile Medical's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.