Service Quality Case Coordinator

Job description

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: Other duties as assigned - 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 esc...