Patient Service Representative

Tactile Medical; Minneapolis (MN); On-site; USD 24,796 - 33,062; Full time

Benefits offered by this job

Medical, dental and vision benefits

Retirement benefits

Paid time off

Job summary

Tactile Medical in Minneapolis, MN, is seeking a Patient Service Representative to support patients in a contact center. You will be the primary contact before shipment of devices, handling calls and coordinating shipments.

The role emphasizes compassionate communication, accuracy in paperwork, and knowledge of insurance and financial assistance programs. You will maintain patient files, assist with forms, and collaborate cross-functionally to meet yearly shipment goals while upholding HIPAA

Qualifications

• Associate degree or equivalent work experience.
• 1+ years of customer service/call center experience.
• Experience using a multi-monitor interface.
• Healthcare or medical device environment preferred.

Responsibilities

• Serve as the primary contact for patients prior to shipment of devices.
• Handle inbound and outbound calls to process shipments and answer questions.
• Explain insurance and reimbursement processes and assist with financial forms.
• Maintain patient records and order information with HIPAA compliance.
• Collaborate with other departments to meet shipment goals.

Skills

Customer service experience

Communication skills

Multitasking

Problem-solving

Team collaboration

Education

Associate degree or equivalent work experience

Tools

Microsoft Word

Microsoft Excel

Microsoft Teams

Outlook

Job description

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 aligns 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

• Associate degree or equivalent work experience
• 1 or more years of customer service/call center experience
• Experience using a multiple‑monitor interface
• Previous experience in medical device or other healthcare environments (preferred)

Knowledge & Skills

• Proficiency working with Microsoft Word, Excel, Teams and Outlook and 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 assist patients with 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‑oriented
• Receptiveness to feedback
• Consistent follow‑up skills

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, 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.

Equal Employment Opportunity

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.

• Disabled veteran: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation or who would be entitled to compensation under applicable laws.
• Recently separated veteran: any veteran during the three‑year period beginning on the date of such veteran’s discharge or release from active duty.
• Active duty wartime or campaign badge veteran: 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.
• Armed forces service medal veteran: 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.

Disability Status

We comply with federal regulations requiring us to provide equal employment opportunity to qualified people with disabilities. The following categories are recognized:

• Alcohol or other substance use disorder (not currently using drugs illegally)
• Autoimmune disorders, e.g., lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
• Blind or low vision
• Cancer (past or present)
• Cardiovascular or heart disease
• Celiac disease
• Cerebral palsy
• Deaf or serious difficulty hearing
• Diabetes
• Disfigurement, e.g., caused by burns, wounds, accidents, or congenital disorders
• Epilepsy or other seizure disorder
• Gastrointestinal disorders, e.g., Crohn’s Disease, irritable bowel syndrome
• Intellectual or developmental disability
• Mental health conditions, e.g., depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
• Missing limbs or partially missing limbs
• Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
• Nervous system condition, e.g., migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
• Neurodivergence, e.g., ADHD, autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
• Partial or complete paralysis (any cause)
• Pulmonary or respiratory conditions, e.g., tuberculosis, asthma, emphysema
• Short stature (dwarfism)
• Traumatic brain injury