[Remote] Order Coordination Analyst

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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