Patient Advocate

Overview

PATIENT ADVOCATE

For more than 20 years, BioTAB Healthcare 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. By combining compassionate customer service with specialized technical and case knowledge, you serve as the Patient Advocate for internal teams to resolve issues timely, and completely. You will assist patients in post-order inquiries such as shipping, garment sizing and provide technical product knowledge to the patient, their family or their caregivers.

This role provides a crucial link between patients and internal teams by providing feedback to enhance services and products, and meticulously documenting all interactions. You will handle escalated patient and internal issues, ensuring timely and effective resolution, tracking data to ensure departmental metrics are met in conjunction with and standards. This role, reporting to the team’s Managers, will require an exceptional level of detail, customer service acumen and an emphasis on process execution and quality control.

• Reconcile daily shipments from manufacturer into multiple systems
• Confirm manual orders from previous day into billing system
• Verify daily orders before being sent to manufacturer
• Reconcile daily shipments to Florida
• Inventory related to field demos
• Reconcile daily reports to confirm all orders were received by manufacturing
• 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.

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.

Knowledge of healthcare regulations and insurance processes:
To…