Patient Services Representative - Tactile Medical

Overview:

The Patient Service Representative (PSR) supports Tactile Medical patients within a contact center environment through inbound and outbound communication. The Patient Service Representative’s main responsibility is to serve as the primary contact for patients regarding the shipment of their device. This individual will have exceptional customer service, empathy and positive influencing skills. Additional tasks include managing order status inquiries, data entry and response to patient completed surveys and processing return orders.

Responsibilities:

• Outreach to patients to process all pending product shipments
• 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
• Triage patient calls to other departments as appropriate
• Enter and triage Field Experience Reports (FERs) for any service complaints or product issues
• Update and maintain patient files and order information
• Provide input in team meetings, make suggestions for continuous improvement and best practices
• Participate in cross functional efforts internally & with sales representatives to ensure yearly shipment goals are achieved
• Maintain compliance with all appropriate regulatory requirements including HIPAA
• Perform other duties as assigned

Qualifications:

Education & Experience

Required:

• Bachelor or Associate Degree or equivalent work experience
• Previous customer/patient service experience
• Fluent verbal and written communication in English

Preferred:

• Previous experience within the medical device industry

Knowledge & Skills

• Proficiency with Microsoft Word, Excel, Teams and Outlook
• Excellent communication and phone skills
• Demonstrated organizational skills
• Able to successfully manage multiple tasks at one time
• Demonstrated ability to manage change effectively
• Results orientated
• Selling experience
• Advanced computer skills

 

Below is the starting salary range for this position, although offers may differ based on the candidate's location, job-specific knowledge, skills and experience.:$20.34 - $26.70 / HRAdditional benefits::Non-Exempt - 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.