Patient Advocate

Tactile Medical

Minneapolis, Minnesota

Onsite 2026-07-19

Announced salary

$43,202 - $56,701

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Job description

<div class="content-intro">At Tactile Medical, we specialize in developing at-home therapy devices to treat lymphedema, chronic venous insufficiency and respiratory illnesses.</div>The Patient Advocate serves as the patient’s champion and works on their behalf to provide individualized support while navigating the medical DME space. This role oversees continuum of care, facilitates change of insurance, rental reauthorization and other processes specific to those with Medicare as a form of primary insurance. A successful Patient Advocate carries themselves with empathy and understanding, has excellent written and verbal communication skills, and has the ability to apply critical thinking to nuanced patient situations. Responsibilities <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Respond to inbound patient inquiries via phone, chat, text and email</li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Initiate outbound patient contact, part of the rental reauthorization process, to obtain information for continued authorization of Tactile products in an active rental cycle</li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Support patient continuum of care from Tactile Medical’s basic pump (Entre) to the Flexitouch in alignment with payer policy requirements</li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Initiate outbound patient contact to determine treatment response and satisfaction with use of our medical device(s)</li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Explain reimbursement processes, gather thorough and detailed medical information to advance prior authorization, appeal or self-pay</li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">For patients whose insurance has changed throughout the order process or billing cycle, will initiate outbound contact to advise patients of cost impacts and other considerations</li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Document patient contact in an accurate, timely and concise manner for use by other internal departments</li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Provide prompt and professional response to patients that report product or service dissatisfaction that requires additional review, evaluation or investigation</li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Evaluate patient contact via inbound contact, experience reports and/or file reviews in response to patient need</li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Complete documentation audits to verify complete files for shipment and billing</li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Facilitate shipment and/or billing for products</li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Monitor work queue and prioritize/complete patient-related tasks</li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Effectively communicate patient concerns and grievances through the internal reporting system</li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Other duties as assigned</li> </ul> Qualifications Education & Experience Required: <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Bachelor’s degree or equivalent work experience</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: helvetica, arial, sans-serif;">3 – 5 years of customer service, call center, or healthcare experience  </li> </ul>   Preferred: <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Experience with medical billing, insurance, authorization and/or reauthorization, or collections</li> </ul>   Knowledge & Skills <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Strong written and verbal communication skills</li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Ability to manage emotional or challenging situations effectively</li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Application of de-escalation techniques when necessary</li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Ability to complete multiple tasks concurrently with effective time management</li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Leverages critical-thinking skills, within defined work processes and policies, in response to nuanced situations</li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Exceptional written documentation skills – clear, complete, and concise</li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">High attention-to-detail and accuracy</li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Thrive in a fast-paced, continuously changing environment</li> </ul> <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Problem-solving skills with the ability to identify and seek support to resolve issues quickly and accurately</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Proficiency using MS Word, Excel and Outlook</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: helvetica, arial, sans-serif;">Delight customers with empathy, active listening, and timely response</li> </ul>  <div class="content-pay-transparency"><div class="pay-input"><div class="description">Our total compensation package includes medical, dental and vision benefits, retirement benefits, employee stock purchase plan, paid time off, parental leave, family medical leave, volunteer time off and additional leave programs, life insurance, disability coverage, and other life and work wellness benefits and discounts. Benefits may be subject to generally applicable eligibility, waiting period, contributions, and other requirements and conditions.   Below is the starting salary or hourly range for this position, although offers may differ based on the candidate's location, job-specific knowledge, skills and experience.</div><div class="title">US Pay Range</div><div class="pay-range">$20.77—$27.26 USD</div></div></div><div class="content-conclusion">To learn more about our Privacy Statement follow this link - <a href="https://tactilemedical.com/privacy-statement/">https://tactilemedical.com/privacy-statement/</a> To learn more about our California Privacy Notice follow this link - <a href="https://tactilemedical.com/california-privacy-notice/" target="_blank">https://tactilemedical.com/california-privacy-notice/</a></div>

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