Patient Advocate

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 continuum of care, facilitates change of insurance, rental reauthorization and other processes specific to those with Medicare as a form of primary insurance. A successful Patient Advocate carries themselves with empathy and understanding, has excellent written and verbal communication skills, and has the ability to apply critical thinking to nuanced patient situations.

Responsibilities

Respond to inbound patient inquiries via phone, chat, text and email

Initiate outbound patient contact, part of the rental reauthorization process, to obtain information for continued authorization of Tactile products in an active rental cycle

Support patient continuum of care from Tactile Medical’s basic pump (Entre) to the Flexitouch in alignment with payer policy requirements

Initiate outbound patient contact to determine treatment response and satisfaction with use of our medical device(s)

Explain reimbursement processes, gather thorough and detailed medical information to advance prior authorization, appeal or self-pay

For patients whose insurance has changed throughout the order process or billing cycle, will initiate outbound contact to advise patients of cost impacts and other considerations

Document patient contact in an accurate, timely and concise manner for use by other internal departments

Provide prompt and professional response to patients that report product or service dissatisfaction that requires additional review, evaluation or investigation

Evaluate patient contact via inbound contact, experience reports and/or file reviews in response to patient need

Complete documentation audits to verify complete 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

Required

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

Leverages critical-thinking skills, within defined work processes and policies, in response to nuanced situations

Exceptional written documentation skills – clear, complete, and concise

High attention-to-detail and accuracy

Thrive 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

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.

US Pay Range

$20.77 , $27.26 USD

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