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Service Quality Case Coordinator

New Brighton, Minnesota

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.

Accountabilities & Responsibilities

  • 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

Education & Experience
Required:

  • Bachelor’s degree or equivalent work experience
  • 1+ years’ experience handling customer complaints from receipt to closure, in regulated medical device industry
  • 1+ years’ experience with customer interaction/support within a regulated industry or medical industry

Preferred:

  • Previous regulatory or quality experience
  • Experience analyzing medical device complaints and reporting on adverse events

Knowledge & Skills

  • 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/

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