Order Quality Analyst

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

Position Summary
The Order Quality Analyst evaluates the quality, accuracy, compliance, and integrity of patient orders throughout the order lifecycle. This role conducts holistic end-of-process audits before critical milestones, including prior authorization, claim submission, and patient or shipment readiness, and performs targeted quality control reviews at key process junctions to identify defects early and reduce rework. The analyst identifies system, process, data, and human performance issues and translates audit findings, trends, and root causes into actionable improvements across Order Excellence. As Tactile transitions to Salesforce, this role also supports the execution, monitoring, testing, and auditing of SOX-related controls to maintain a strong internal control environment and audit readiness.

Accountabilities & Responsibilities
• Conduct comprehensive end-to-end quality assurance audits of patient orders to validate accuracy, completeness, and compliance before prior authorization, claim submission, shipment readiness, and other defined release points.
• Perform targeted quality control reviews at critical points in the order lifecycle to identify defects, mitigate risk, and reduce downstream rework.
• Evaluate patient orders for adherence to standard operating procedures, payer requirements, regulatory standards, documentation requirements, and system workflow expectations.
• Identify and document system, process, data, and human errors that affect order quality, compliance, reimbursement, patient progression, or operational performance.
• Investigate root causes of quality defects and collaborate with operational leaders to identify corrective and preventive actions.
• Maintain audit results, quality scorecards, dashboards, and trend reports to identify recurring issues and improvement opportunities across teams, workflows, systems, and processes.
• Partner with Operational Excellence, Order Operations, Training, Compliance, IT, and Business Systems teams to improve process quality and operational execution.
• Support quality control checkpoints, participate in calibration activities, and validate corrective actions and process improvements through follow-up audits.
• Ensure compliance with HIPAA, regulatory requirements, company policies, and payer guidelines.
• Assist with testing and validation of new workflows, system enhancements, automation initiatives, and business process changes, and perform other duties as assigned.

SOX Controls & Compliance Responsibilities
• Support the execution, monitoring, and auditing of SOX controls related to order management and revenue-impacting processes within Salesforce and associated systems.
• Perform periodic control testing and validation to confirm adherence to documented control requirements.
• Maintain audit documentation that supports internal and external audit requests.
• Identify control deficiencies, process risks, and compliance gaps and partner with stakeholders to implement remediation plans.
• Collaborate with Compliance, Internal Audit, Finance, and Technology teams to support ongoing SOX compliance and audit readiness.
• Support the design and continuous improvement of operational and system controls associated with order processing, revenue recognition, and patient services workflows.
• Assist in developing and documenting control procedures, testing methodologies, and audit evidence requirements.

Additional Competencies
• Quality Assurance & Control
• Root Cause Analysis
• Risk Assessment & Mitigation
• Internal Controls and Compliance Management
• Audit Management
• Statistical & Trend Analysis
• Continuous Improvement
• Process Governance
• Systems Thinking

Role Purpose & Measures of Success
Success in this role is measured by reduced process defects and rework, improved first-time quality, stronger internal controls, increased compliance, successful audit outcomes, and improved order accuracy and patient progression throughout the end-to-end order lifecycle.

Qualifications
Required:
• Bachelor’s degree in business, healthcare administration, quality, finance, information systems, or a related field, or an equivalent combination of education and relevant experience.
• Two or more years of experience in quality assurance, quality control, auditing, compliance, healthcare operations, order management, revenue cycle, or a related operational environment.
• Experience reviewing transactional or patient-order records for accuracy, completeness, adherence to documented procedures, and regulatory or payer requirements.
• Working knowledge of quality assurance methods, root cause analysis, corrective actions, process controls, and continuous improvement practices.
• Strong analytical skills, attention to detail, and ability to identify trends, assess risk, document findings, and translate data into clear, actionable recommendations.
• Proficiency with Microsoft Excel and experience maintaining audit documentation, scorecards, dashboards, or trend reports.
• Strong written and verbal communication skills, with the ability to collaborate across operations, compliance, training, finance, and technology teams.
• Ability to handle protected health information and confidential business information in accordance with HIPAA, company policy, and applicable requirements.
• Ability to work independently, manage multiple priorities, meet deadlines, and exercise sound judgment in a changing operational environment.
• Ability to perform the essential functions of a primarily computer-based role, with or without reasonable accommodation.

Preferred:
• Experience in a medical device, healthcare services, patient access, reimbursement, prior authorization, claims, or revenue cycle environment.
• Experience using Salesforce or a comparable customer relationship management, workflow, order management, or healthcare operations platform.
• Experience supporting internal controls, SOX compliance, control testing, audit evidence, or remediation activities.
• Experience with data visualization or reporting tools such as Power BI or Tableau.
• Knowledge of payer guidelines, healthcare documentation requirements, and regulated operational processes.
• Quality, audit, compliance, process improvement, or project management certification, such as CPHQ, ASQ, Lean Six Sigma, CIA, or CISA.

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