Order Coordination Analyst

Position Summary
The Order Coordination Analyst serves as the central coordination and triage function for order-related communication and issue resolution throughout the patient order lifecycle. This role proactively obtains missing documentation, medical records, clinical information, and payer-required criteria from healthcare providers, clinics, and referral sources to support timely order progression and patient access to therapy. The analyst manages inbound and outbound calls, emails, and service requests through centralized channels, resolves Tier 1 inquiries whenever possible, coordinates cross-functional support, and escalates complex issues while maintaining ownership through resolution. Success requires strong customer service skills, healthcare operations knowledge, clinical acumen, and the ability to build trusted relationships with providers, clinics, internal stakeholders, and field teams.

This position is open to candidates residing anywhere in the United States and may be performed remotely. Employees who reside within 50 miles of our Minneapolis, MN office will be expected to follow the company's hybrid work policy.

Accountabilities & 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.

Qualifications
Required:
• 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.

Preferred:
• 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.