Note: The job is a remote job and is open to candidates in USA. Tactile Medical develops at-home therapy devices for lymphedema, chronic venous insufficiency, and respiratory illnesses. The Order Coordination Analyst coordinates and resolves order-related communications, obtains missing documentation, supports timely order progression and patient access to therapy, and collaborates with internal teams and healthcare providers.
Responsibilities
- Perform proactive outreach to healthcare providers, clinic staff, referral sources, and clinical teams to obtain missing documentation, medical records, signatures, chart notes, testing results, and payer-required criteria
- Review and monitor orders for documentation deficiencies, aging, and other risks that could delay progression, prior authorization, claims processing, or patient access
- Serve as the primary Tier 1 contact for inbound calls, emails, and service requests from healthcare providers, clinics, clinicians, referral coordinators, and Tactile Sales representatives
- Assess inquiries, provide clear guidance on order status, documentation and insurance requirements, workflows, and procedures, and resolve issues independently whenever possible
- Escalate complex operational, system, reimbursement, and process issues to the appropriate Tier 2 teams while maintaining ownership, monitoring timeliness, and communicating updates through resolution
- Coordinate effective handoffs across Prior Authorization, Order Management, Benefits Verification, Revenue Cycle, Operational Excellence, Performance Quality, IT, and other functional teams
- Document customer interactions, documentation requests, issue resolutions, and required information accurately and securely in applicable systems
- Track service metrics and identify recurring inquiry themes, provider confusion, documentation delays, and order progression barriers to support process improvements, knowledge resources, and operational reporting
- Maintain exceptional customer service and comply with HIPAA, regulatory requirements, company policies, payer guidelines, and established service and documentation standards
- Perform other duties and support special projects, operational initiatives, and workflow improvements as assigned
Skills
- Associate's degree or an equivalent combination of education and relevant experience
- Three or more years of experience in healthcare operations, patient access, reimbursement, provider relations, customer service, or clinical support
- Experience communicating directly with healthcare providers, physician offices, clinics, or patients and managing high-volume phone and email communications
- Working knowledge of healthcare operations, medical terminology, clinical documentation, reimbursement processes, and HIPAA requirements
- Strong customer service, verbal and written communication, telephone communication, problem-solving, critical-thinking, organization, prioritization, follow-up, and escalation-management skills
- Ability to manage multiple requests, assess appropriate resolution pathways, work independently, and collaborate effectively across teams
- Proficiency with Microsoft Office and case management systems
- Bachelor's degree
- Experience with medical devices, durable medical equipment, payer operations, prior authorization, reimbursement, or revenue cycle management
- Experience supporting provider offices or coordinating clinical documentation
- Knowledge of insurance verification, prior authorization, appeals, and medical documentation requirements
- Experience with Salesforce, CRM, workflow management, contact center, or service center environments
Benefits
- Medical, dental and vision benefits
- Retirement benefits
- Employee stock purchase plan
- Paid time off
- Parental leave
- Family medical leave
- Volunteer time off
- Additional leave programs
- Life insurance
- Disability coverage
- Other life and work wellness benefits and discounts
- May be performed remotely; employees who reside within 50 miles of the Minneapolis, MN office are expected to follow the company's hybrid work policy
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