Product Support Representative
Tactile Medical
Summary
In this role, you will provide customer service and technical support for patients using Tactile Medical products, primarily through inbound and outbound phone calls. You will triage internal and external customer inquiries on their products and place orders for warranty requests. Working directly with patients and internal teams, you will provide resolution and documentation of interactions with patients. Being a part of a team, you will collaborate with peers and cross functional teams to maintain and improve process and procedures to effectively provide the highest level of support to patients, to help them use our products effectively.
Job description
Responsibilities
- Provide professional, patient support through inbound and outbound calls
- Effectively communicate with our patients by active listening, speaking clearly using language our patients can understand
- Provide technical support for our medical devices
- Troubleshoot issues with our products and provide resolution
- Coordinate service (warranty and non-warranty) on all products as needed
- Handle all additional garment or replacement garment requests
- Field incoming calls from patients and handle product service requests
- Triage patient calls to other departments as appropriate
- Process Field Experience Reports (FERs) for any complaints or product issues
- Review complaints to determine if Regulatory reporting and/or CAPA's are required
- Update and maintain patient files and database records
Qualifications
Required: Bachelor's degree or equivalent experience; 3+ years of customer service experience; Previous experience utilizing problem resolution and de-escalation techniques.
Preferred: Experience within the healthcare, medical device, and/or patient services arena.
Knowledge/Skills
- Strong proficiency in Word, Excel and databases with the ability to navigate multiple systems
- Exceptional communication skills both verbal and written with the ability to communicate effectively with all different types of patients
- Strong problem solving and listening skills coupled with patience to be able to assist our patients with the questions and issues they may be experiencing
- Passionate and eager to learn new skills
- Demonstrated strong organizational skills
- Thrives in a team environment but is also self sufficient
- Curious and inquisitive
- Ability to adapt to an ever-changing environment
- Commitment to patient satisfaction
Requirements
- Bachelor's degree or equivalent experience
- 3+ years of customer service experience
- Previous experience utilizing problem resolution and de-escalation techniques
- Strong proficiency in Word, Excel and databases with the ability to navigate multiple systems
- Exceptional communication skills both verbal and written
- Strong problem solving and listening skills coupled with patience
- Demonstrated strong organizational skills
- Ability to adapt to an ever-changing environment
- Commitment to patient satisfaction
Benefits
- Medical, Dental & Vision
- Retirement Benefits
- Employee Stock Purchase Plan
- Paid Time Off
- Parental Leave
- Family Medical Leave
- Volunteer Time Off
- Life Insurance
- Disability Coverage
Company overview
Tactile Medical is a leading medical device company specializing in the development and marketing of advanced at-home therapy devices for the treatment of lymphedema, chronic venous insufficiency, and respiratory conditions. Founded in 1995 and headquartered in Minneapolis, Minnesota, the company has established itself as one of the fastest-growing entities in the medical device sector. Tactile Medical's flagship products include the Flexitouch system and Nimbl pneumatic compression devices, which are clinically proven to reduce swelling and discomfort associated with chronic conditions. The company serves tens of thousands of patients through a comprehensive national network of product specialists, trainers, reimbursement experts, patient advocates, and clinical staff. With a patient-first mindset, Tactile Medical focuses on improving quality of life for individuals suffering from chronic swelling and respiratory disorders, offering innovative solutions that enable effective self-care at home. The company is publicly traded on NASDAQ under the symbol TCMD and employs approximately 1,000-5,000 professionals across its corporate headquarters, manufacturing facility, and field operations nationwide.