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 regu