USD 23-31/yr

Service Quality Case Coordinator

New Brightonmid

OtherCoordinator

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Quick Summary

Key Responsibilities

Bachelor’s degree or equivalent work experience 1+ years’ experience handling customer complaints from receipt to closure,

Requirements Summary

//tactilemedical.com/privacy-statement/ To learn more about our California Privacy Notice follow this link - https://tactilemedical.com/california-privacy-notice/

Technical Tools

OtherCoordinator

At Tactile Medical, we specialize in developing at-home therapy devices to treat lymphedema, chronic venous insufficiency and respiratory illnesses.

The Service Quality Case Coordinator is responsible for managing the Service Quality (CS - Service Quality) case queue by performing the roles as described herein.

Responsibilities

~2 min read

→Administer case database with particular focus on service quality complaints
→Maintain integrity of cases and the complaint management process
→Report on designated case metrics at defined intervals
→Provide case analyses as requested by management
→Interface with various departments using case system
→Interface with patients as needed to complete case investigation
Case Management
→Follow established case management processes
→Review assigned cases within the CS - Service Quality queue daily
→Audit relevant case information and update required fields where necessary
→Initiate communication and interaction cross-functionally regarding cases
→Ensure all complaints are acknowledged and completed within the given timeframe
→Perform closure of cases when appropriate
→Identify complaints that require escalation as a potential reportable event based on established criteria and applicable regulations and notify management within specified timeframe
→Identify complaints that require escalation as a grievance based on established criteria and notify compliance within specified timeframe
→Assist with complaint related reporting activities as needed
→Provide feedback on the complaint process and coding when needed to ensure consistency and clarity
→Participate in cross-functional activities throughout the complaint process
→Support actions required to resolve complaint trends, e.g. CAPA-related tasks, as needed
→Assist with preparation of required reports, e.g. MDR’s, to external agencies as needed
→Support departmental audits/reviews of conformance to applicable standards
Other duties as assigned

Nice to Have

~2 min read

Strong proficiency in Microsoft Office Suite, including Word, Excel, Teams and PowerPoint
Ability to successfully manage multiple tasks at one time
Ability to utilize data from metrics and key data point
Familiarity with federal regulatory compliance
Understanding of the business and products (Department processes and overall objectives
Ability to work independently and amongst a team
Ability to communicate effectively and consistently with employees at all levels of the business
Ability to communicate effectively and consistently with patients or other external resources
Strong problem solving and critical thinking skills
High attention to detail and accuracy
Ability to organize and plan activities that drive and meet deadlines
Working knowledge of Filemaker and NetSuite Database structures or equivalent

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.

US Pay Range

$23.89—$31.35 USD

To learn more about our Privacy Statement follow this link - https://tactilemedical.com/privacy-statement/

To learn more about our California Privacy Notice follow this link - https://tactilemedical.com/california-privacy-notice/