Patient Service Representative

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