Patient Order Management Associate

Overview

The Patient Order Management Associate manages patient orders. This position is responsible for reviewing medical records and determining if they meet payer policy guidelines, submitting authorizations and checking status of authorizations with payers, running patient benefit information to obtain patient's estimated OOP, calling patients to review their order prior to shipment, and building strong relationships within accounts (clinicians and clinic staff) to retrieve documentation necessary to submit a claim to patient's insurance.

Responsibilities

• Ensure timely processing of orders

• Review clinician documentation for specific criteria to satisfy payer medical policy requirements

• Verify patient eligibility and durable medical equipment benefit with health insurance plan(s)

• Determine authorization process and requirements of payers for durable medical equipment

• Submit and follow up on the status of authorization requests for DME coverage with commercial payers

• Outreach to patients to process all pending product shipments

• Set up payments and payment arrangements within our point-of-sale system

• Document patient insurance benefits in Tactile's database and verify the information on file is accurate

• Update and maintain patient information and database records thoroughly and accurately

• Serve as an expeditor/liaison between Tactile Medical, clinicians, healthcare teams, and patients to obtain all necessary paperwork to drive order to shipment

• Participate in ongoing team trainings

• Maintain department service levels including turnaround time

• Maintain payer portal registration

• Be a team player. Assist other team members when needed

• Be a champion for continuous process improvement. Ask questions and continually look for ways to make processes better, faster or more efficient

• Contribute to monthly 1:1, small and large group team meetings

• May participate in training of new field reps, handle product conversions and/or general account support

• Maintain compliance with all regulatory requirements including HIPAA

• Other duties as assigned

Qualifications

Required:

• 1+ years of high-level customer service experience in the retail, healthcare, medical device, hospitality, or similar industry.

Preferred:

• Associate degree or equivalent and relevant work experience.

• Previous experience in working with patients, clinicians, and payers.

• Previous experience working with Filemaker or any electronic medical or health record software.

• Previous medical device (outpatient DME), insurance, revenue cycle management, or reimbursement experience.

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 - $30.53 / HR

Additional 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.