Product Support Representative

Overview

At Tactile Medical, we specialize in developing at-home therapy devices to treat lymphedema, chronic venous insufficiency and respiratory illnesses. In this role, you will provide customer service and technical support for patients using Tactile Medical products, primarily through inbound and outbound phone calls. You will triage inquiries, place orders for warranty requests, and collaborate with patients and internal teams to document interactions and improve processes to deliver the highest level of patient support.

• Provide professional, patient support through inbound and outbound calls
• Communicate clearly with patients using active listening and understandable language
• Provide technical support for our medical devices
• Troubleshoot product issues and provide resolutions
• Coordinate service (warranty and non-warranty) on all products as needed
• Handle garment or replacement garment requests
• Field incoming calls from patients and handle product service requests
• Triage patient calls to other departments as appropriate
• Process Field Experience Reports (FERs) for complaints or product issues
• Review complaints to determine if regulatory reporting and/or CAPAs are required
• Update and maintain patient files and database records

Education/Experience

Required:

• Bachelor’s degree or equivalent experience
• 3+ years of customer service experience
• Experience using problem resolution and de-escalation techniques

Preferred:

• Experience with in the healthcare, medical device, and/or patient services arena

• Strong proficiency in Word, Excel and databases with the ability to navigate multiple systems
• Exceptional verbal and written communication with patients
• Strong problem solving and listening skills with patience for assisting patients
• Passionate and eager to learn new skills
• Demonstrated strong organizational skills
• Thrives in a team environment but is also self-sufficient
• Curious and inquisitive
• Ability to adapt to an ever-changing environment
• Commitment to patient satisfaction