Patient Advocate

PATIENT ADVOCATE

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.

• 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

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.

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

Maintain comprehensive knowledge of the company's products and services to provide accurate information and effective support to patients.

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

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

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

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.

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…