Patient Advocate

Job Description

Job Description

For more than 20 years, BioTAB Healthcare, LLC has supported patients with lymphatic, wound, and circulatory disorders through proven treatment solutions. Headquartered in Missouri, we provide pneumatic compression devices and personalized service to help improve patient outcomes and quality of life. As a family-owned company, we take pride in delivering expert care with a personal touch service. 

The Patient Advocate role closes the loop for every patient, every time. This position is highly active, requiring a dedicated professional to manage high-volume outbound calls with patience, empathy, and clear communication. By combining compassionate customer service with specialized technical and case knowledge, you serve as the vital link between patients and our internal teams to ensure timely, complete issue resolution. You will assist patients in post-order inquiries—such as shipping and garment sizing—while providing technical product knowledge to patients, their families, and caregivers. This role demands meticulous documentation of all interactions, careful tracking of departmental metrics, and seamless cross-departmental coordination. Reporting to the team’s Managers, the successful candidate will demonstrate exceptional detail-orientation, a strong customer service acumen, and a consistent focus on process execution and quality control.

Key Responsibilities 

• Conduct outbound calls to patients to confirm ready-to-ship products and shipping information.
• Facilitate cross-departmental communication with office and field staff to ensure seamless patient care.
• Verify daily orders before being sent to manufacturer
• Reconcile daily reports to confirm all orders were received by mfg
• Reconcile daily report to confirm all orders dropped to bills
• Process support requests in regard to shipping, tracking and receiving by patient
• Process support requests in regards to incorrect garments
• Take calls/tickets in regards to pump repair and troubleshooting
• Issue pick up and deliveries via manifest in billing system
• Resolve missing garments
• Troubleshoot pump issues 
• Maintain all documentation related to QMS, orders, products

Patient Interaction: Respond to patient questions, concerns, and complaints through various channels such as phone, email, chat, or social media, maintaining a high level of empathy and professionalism.

Issue Resolution: Diagnose and resolve patient issues, guiding them through appropriate solutions and ensuring their understanding.

Product/Service Expertise: Maintain comprehensive knowledge of the company's products and services to provide accurate information and effective support to patients. 

Escalation Management: Escalate complex patient problems to the appropriate internal teams or higher-level support when necessary, ensuring timely resolution.

Documentation: Accurately record all patient interactions, issues, and resolutions within the designated CRM system, adhering to privacy and compliance standards.

Feedback Integration: Relay patient feedback and product/service issues to product development and other internal teams to drive continuous improvements in patient care and offerings.

Compliance: Ensure compliance with relevant healthcare regulations, financial standards, and internal policies. Adhere to all relevant regulations and agency policies regarding patient intake and data management, including but not limited to: CMS and OFCCP guidelines related to our Quality Management System, documentation and process creation and training. 

Required Qualifications

Strong communication and interpersonal skills: To interact effectively with patients, families, and healthcare professionals. Ability to work independently and as a team member, take direction and participate in Continuous Education as required for the role. 

Excellent organizational and time management skills: To manage a high volume of tasks and ensure timely processing of information. 

Attention to detail: To ensure accuracy in patient records and insurance information. Ability to multitask and prioritize duties to support delivery of high-quality patient experience. 

Problem-solving skills: To address any issues or challenges that may arise during the work process. 

Technical Skills: Basic computer proficiency is necessary, and familiarity with specific healthcare software or systems may be required depending on the role.

Soft Skills: Demonstrated empathy, patience, and the ability to build rapport and trust with patients, particularly during challenging or emotional situations.

Preferred Qualifications

Experience: 4+ years of experience in healthcare operations, customer service, or similar role or setting preferred.

Knowledge of healthcare regulations and insurance processes: To navigate the complexities of DME care. 

Required Skills & Abilities: 

• Exceptional communication and interpersonal skills to effectively interact with patients, families, healthcare professionals, and internal teams. 
• Excellent organizational and time management skills to manage team tasks and ensure timely processing of information. 
• Strong problem-solving skills to address complex issues and challenges. 
• preferred. 
• Must be able to use SalesForce or Epic, fax, email, GSuite or Office, in/outbound calls with appropriate grammar, spelling and punctuation. 
• Strong communication skills, both written and verbal. 
• Comfortable handling sensitive and confidential Information (HIPAA). 

Job Requirements & Physical Demands 

• Must be able to lift 40 pounds, must be able to lift 40 pounds from the floor and lift to waist level.
• Must be able to kneel, stoop, climb stairs and reach with hands and arms. 
• Reliable work transportation. 
• Candidates must pass an extensive background check. 
• Strict adherence to HIPAA, Medicare Fraud, Waste, and Abuse and privacy regulations in all patient interactions. 

This job description outlines essential duties but is not exhaustive. Employees may be assigned other tasks. All duties are subject to modification for disability accommodation. Successful performance requires specific skills and abilities. This document sets minimum requirements and does not imply an employment contract. The company is an equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable.

Powered by JazzHR

EF4YNz5Cd8