Patient Services Representative

Patient Service RepresentativeMinneapolis, MinnesotaAt Tactile Medical, we specialize in developing at-home therapy devices to treat lymphedema, chronic venous insufficiency and respiratory illnesses.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.ResponsibilitiesOutreach to patients to process all pending product shipmentsEffectively communicate with our patients by listening, speaking clearly and using everyday language our patients can understandDeliver information to patients in a caring, empathetic, manner that align with Tactile Medical's overall patient experienceDiscuss reported benefit information with great clarity to patientsSet up payments and payment arrangements within our point-of-sale systemExplain and facilitate completion of appropriate forms for patients that may benefit from the financial assistance programProvide order status updates for incoming calls from patients and sales representatives, including questions about reimbursement and the insurance processTriage patient calls to other departments as appropriateEnter and triage cases for any service complaint or product issueUpdate, maintain and document patient files as well as order informationAdhere to company and role performance standards, meeting or exceeding expectations for inbound/outbound calls while still emphasizing a focus on qualityProvide input in team meetings, make suggestions for continuous improvement and best practicesParticipate in cross functional efforts internally & with other departments to ensure yearly shipment goals are achievedMaintain compliance with all appropriate regulatory requirements including HIPAAPerform other duties as assignedQualificationsEducation & Experience Required:Associate degree or equivalent work experience1 or more years of customer service/call center experienceExperience using a multiple monitor interfacePreferred:Previous experience in medical device or other healthcare environmentsKnowledge & SkillsProficiency working with Microsoft Word, Excel, Teams and Outlook with the ability to navigate multiple systemsExceptional communication skills both verbal and written with the ability to communicate effectively with all different types of patientsStrong problem solving and listening skills coupled with patience to be able to assist our patients with the questions and issues they may be experiencingPassionate and eager to learn new skillsAbility to adapt to an ever-changing environmentCommitment to patient satisfactionThrives in a team environment but is also self sufficientStrong ability to multi-task and prioritizeDemonstrated organizational skillsResults orientatedReceptiveness to feedbackConsistent follow up skillsOur 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