Patient Order Management Associate - Boston, MA
Tactile Medical
- Waltham, MA
- $24.40-30.52 per hour
- Permanent
- Full-time
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.
- Build strong relationship within accounts (clinicians and clinic staff) to retrieve documentation necessary to submit a claim to patient’s insurance.
- 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 team members or field reps, handle product conversions and/or general account support.
- Maintain compliance with internal and external regulations, policies, and procedures for areas of responsibility.
- Other duties as assigned.
- Bachelor’s degree or equivalent and relevant work experience
- 1+ years’ experience in a medical device, customer service, or call center type role.
- Previous experience in working with patients, clinicians, and payers.
- Previous experience working with Filemaker or Parachute.
- Previous medical device (outpatient DME), insurance, revenue cycle management, reimbursement, or customer service experience.
- Ability to accurately enter and review patient order information to ensure data integrity and compliance with established protocols.
- Capacity to effectively prioritize tasks and manage workload to meet deadlines and productivity targets in a fast-paced environment.
- Clear and concise verbal and written communication skills to interact with team members, healthcare professionals, and patients professionally and with empathy.
- Flexibility to adjust to changing priorities, processes, and procedures as required to support the needs of the department and organization.
- Willingness to work collaboratively with colleagues to achieve common goals and provide support as needed to ensure the smooth functioning of the team.
- Ability to identify and resolve routine issues or escalate them appropriately to ensure timely resolution and minimize disruption to order processing workflows.
- Dedication to delivering high-quality service to internal and external customers by addressing inquiries, concerns, and requests promptly and courteously.
- Proficiency in using computer systems and software applications relevant to order management tasks, with a willingness to learn and adapt to new technologies as needed.
- Understanding of and commitment to adhering to relevant regulations, policies, and procedures governing patient order management activities.
- Demonstrated professionalism and integrity in handling confidential patient information and representing the organization positively in all interactions.