Patient Service Representative

Tactile Medical; Minneapolis (MN); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Retirement benefits

Job summary

Tactile Medical in Minneapolis seeks a Patient Service Representative to support patients in a contact center, handling inbound and outbound calls and coordinating shipments prior to device delivery.

Role involves processing payments, assisting with financial assistance forms, updating patient files, and ensuring HIPAA compliance while delivering compassionate service.

Qualifications

• Associate degree or equivalent work experience required.
• 1+ year of customer service/call center experience required.
• Experience using a multiple monitor interface preferred.
• Healthcare environment experience is a plus.

Responsibilities

• Support patients in a contact centre with inbound and outbound calls.
• Process pending product shipments and communicate clearly with patients.
• Set up payments and payment arrangements in the POS system.
• Explain forms for financial assistance and assist with insurance questions.
• Triage calls, update patient files, and maintain order information.
• Ensure HIPAA compliance and participate in continuous improvement.

Skills

Customer service

Communication skills

Time management

Organization

Education

Associate degree

Equivalent work experience

Tools

Microsoft Word

Excel

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 centre 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

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.

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 hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential 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 measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis 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.