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. 

Key Responsibilities 

• 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. 

Qualifications

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 navigate the complexities of DME care. 

Problem-solving skills: To address any issues or challenges that may arise during the work process. 

Technical Skills: Basic computer proficiency is necessary, and familiarity with specific healthcare software or systems may be required depending on the role.

Soft Skills: Demonstrated empathy, patience, and the ability to build rapport and trust with patients, particularly during challenging or emotional situations.

Required Skills and Abilities: 

• Strong understanding of healthcare regulations and insurance processes. 

• Exceptional communication and interpersonal skills to effectively interact with patients, families, healthcare professionals, and internal teams. 

• Excellent organizational and time management skills to manage team tasks and ensure timely processing of information. 

• Strong problem-solving skills to address complex issues and challenges. 

• High School or equivalent required, associates/bachelor’s degree preferred. 

• 4+ years of experience in healthcare operations, customer service, or similar role or setting preferred. 

• Must be able to use SalesForce or Epic, fax, email, GSuite or Office, in/outbound calls with appropriate grammar, spelling and punctuation. 

• Strong communication skills, both written and verbal. 

• Comfortable handling sensitive and confidential Information (HIPAA). 

Job Requirements and Physical Demands 

• Must be able to lift 40 pounds, must be able to lift 40 pounds from the floor and lift to waist level.

• Must be able to kneel, stoop, climb stairs and reach with hands and arms. 

• Reliable work transportation. 

• Candidates must pass an extensive background check. 

• Strict adherence to HIPAA, Medicare Fraud, Waste, and Abuse and privacy regulations in all patient interactions. 

This job description outlines essential duties but is not exhaustive. Employees may be assigned other tasks. All duties are subject to modification for disability accommodation. Successful performance requires specific skills and abilities. This document sets minimum requirements and does not imply an employment contract. The company is an equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable.