The Patient Order Management 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. As a member of the MI Remote Office this position is also responsible for maintaining the office they are located in, which includes understanding accreditation requirements for the site set by local insurance provider and being prepared for yearly site audits.
$20.34 - $30.53 / HR
Non-Exempt - 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.
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'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 Field Experience Reports (FERs) 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
Understand accreditation requirements set by local insurance provider and be prepared for an unannounced site audit at any time
Manage office space, including but not limited to maintaining posted office hours, greeting patients and visitors and ordering and organizing supplies
Prepare and update accreditation documentation every six months
Perform other duties as assigned
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
Composure
Compassion
Customer Focus
Conflict Management
Technical Knowledge
Listening
Flexible
Collaborative
Communication
Process Oriented
Problem Solving
Job ID: 2023-4144
External Company URL: https://www.tactilemedical.com/
Street: 43494 Woodward Avenue