Patient Advocate

About the role

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.

Responsibilities

• 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 manufacturer.
• 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 regard to incorrect garments.
• Take calls/tickets in regard 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.

Requirements

• 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.
• Problem-solving skills to address any issues or challenges that may arise during the work process.
• Basic computer proficiency is necessary, and familiarity with specific healthcare software or systems may be required depending on the role.
• Demonstrated empathy, patience, and the ability to build rapport and trust with patients, particularly during challenging or emotional situations.

Qualifications

• 4+ years of experience in healthcare operations, customer service, or similar role or setting preferred.
• High School or equivalent required; associates/bachelor’s degree preferred.
• Knowledge of healthcare regulations and insurance processes to navigate the complexities of DME care.

Required Skills & Abilities

• 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.
• 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 & 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.