Patient Advocate

Tactile Medical; Minneapolis (MN); On-site; USD 48,000 - 68,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Retirement plan

Employee stock purchase plan

Paid time off

Parental leave

Family medical leave

Volunteer time off

Life insurance

Disability coverage

Employee wellness discounts

Job summary

Tactile Medical, based in Minnesota, seeks a Patient Advocate to champion patients in the DME space, coordinating care and supporting continuity from initial pump to advanced devices. The role requires empathy, strong communication, and critical thinking to navigate complex payer policies.

The ideal candidate has 3–5 years in customer service or healthcare, with a Bachelor’s degree or equivalent experience, and excels at multi-tasking in a fast-paced environment.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 3–5 years of customer service, call center, or healthcare experience.

Responsibilities

• Respond to inbound patient inquiries via phone, chat, text and email.
• Initiate outbound patient contact for rental reauthorization and information gathering.
• Support continuity of care from basic pump to Flexitouch in line with payer policies.
• Explain reimbursement processes and gather medical information for prior authorization or self-pay.
• Notify patients of cost impacts during insurance changes.
• Document patient contact accurately for internal use.
• Address product/service dissatisfaction needing review or investigation.
• Complete documentation audits to verify shipment and billing files.
• Facilitate shipment and/or billing for products.
• Monitor work queue and prioritize patient-related tasks.
• Escalate patient concerns through internal reporting systems.

Skills

Communication

De-escalation

Time management

Critical thinking

Empathy

MS Word

MS Excel

MS Outlook

Attention to detail

Education

Bachelor’s degree or equivalent

Tools

None

Job description

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 continuity of care, facilitates changes of insurance, rental reauthorization, and other processes specific to those with Medicare as a primary insurer. A successful Patient Advocate carries themselves with empathy and understanding, has excellent written and verbal communication skills, and demonstrates critical thinking in nuanced patient situations.

Responsibilities

• Respond to inbound patient inquiries via phone, chat, text and email.
• Initiate outbound patient contact as part of rental reauthorization to obtain information for continued authorization of Tactile products.
• Support patient continuity of care from Tactile Medical’s basic pump (Entre) to the Flexitouch in alignment with payer policy requirements.
• Initiate outbound contact to assess treatment response and satisfaction with device use.
• Explain reimbursement processes and gather detailed medical information to advance prior authorization, appeal or self-pay.
• Notify patients of cost impacts and other considerations when insurance changes during the order or billing cycle.
• Document patient contact accurately, timely and concisely for internal use.
• Respond promptly and professionally to patients reporting product or service dissatisfaction requiring review, evaluation or investigation.
• Evaluate patient contact via inbound calls, experience reports and file reviews in response to patient needs.
• Complete documentation audits to verify 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.

Qualifications

Education & Experience

• Bachelor’s degree or equivalent work experience.
• 3–5 years of customer service, call center, or healthcare experience.

Preferred

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

Knowledge & Skills

• 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.
• Leverage critical‑thinking skills within defined processes and policies to respond to nuanced situations.
• Exceptional written documentation skills—clear, complete, and concise.
• High attention to detail and accuracy.
• Thrives 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.

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.

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.