Overview

The role of a Patient Advocate is to be a champion for our patients and work on their behalf to provide individualized support in the navigation of the order process and to overcome difficult insurance situations.

Responsibilities

• Communicate effectively with our patients by listening, speaking clearly and using everyday language our patients can understand in a calm demeanor
• Facilitate patient contact and follow up to obtain information necessary for the initial order process
• Facilitate patient contact and follow up to obtain necessary information for continued authorization of Tactile products in rental cycle
• Facilitate patient contact and follow up to determine treatment response and satisfaction with use of our products
• Promptly and professionally respond to and assist patients who report product or service occurrences that require additional review, evaluation or investigation
• Assess patient file documentation to facilitate shipment of or billing for patient products
• Assess patient contacts and interactions via direct communication, experience reports, file review in order to coordinate their needs
• Facilitate timely patient contact to explain reimbursement processes and gather thorough and detailed medical information needed to advance prior authorization, appeal or self-pay
• Document and summarize patient calls or contact for use by other internal groups and/or for department follow-up
• Communicate cross-functionally with internal and field teams regarding patient needs
• Triage incoming patient requests for information and assistance with Tactile products and processes
• Complete documentation audits to verify complete/correct files for shipment and billing
• Utilize and monitor assignment queues to prioritize and complete patient related tasks
• Maintain patient rights while responding to patient and/or caregiver concerns, resolving patient issues and reporting unresolved issues
• Other duties as assigned

Qualifications

Education & Experience

Required:

• Bachelor degree or equivalent work experience

Preferred:

• Previous customer or patient support experience
• Experience within the medical or medical device industry
• Previous experience utilizing problem resolution and de-escalation techniques 

Knowledge & Skills

• Exceptional customer service skills and phone etiquette 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
• Able to successfully multitask
• Complete tasks timely through demonstrating a strength in organization & time management
• Strong sense of urgency and teamwork
• Demonstrated ability to manage change effectively
• Proficient with Microsoft Office suite, specifically Word, Outlook, Teams and Filemaker

Competencies

• Patience
• Influencing
• Empathy
• Flexible
• Teamwork
• Communication
• Process oriented
• Priority Setting
• Peer Relationships
• Problem Solving

Below is the salary range for this position, although offers may differ based on the candidate’s location, job-specific knowledge, skills, and experience.

Additional benefits: