VitalConnect is a leader in wearable biosensor technology for wireless patient monitoring in both hospital and remote patient populations. VitalConnect leverages extensive expertise in biomedical engineering, data analytics, chip design, and mobile and cloud software to create technology that supports decision-making paradigms that achieve better health and economic outcomes.
Location: Remote, United States
Department: Customer Support
Job Type: Full-Time
About This Role
- The Clinical Customer Support Representative will oversee day to day operations of the Clinical Customer Support team. Ability to work both individually and as part of a team to ensure efficient and accurate handling of inbound and outbound calls to address troubleshooting devices or Mobile Cardiac Telemetry and Extended Holter Services. Will work directly with the Cardiac Monitoring Center Technician team to execute on required task for quality Cardiac Monitoring. This role will require you to work weekends.
Tasks and Obligations
- Coordinates and oversees the work of clinical customer support representatives
- Provides subject matter expertise of policies and procedures to health care facilities or internal customers including
- Answer incoming calls promptly and direct them to appropriate team members
- Participates in or coordinates new employee trainings pertaining to customer support processes, procedures, and skills to ensure optimum customer service
- Gathers feedback from the team and escalates concerns pertaining to service offering to the MC manager
- Place outbound calls to provide Tier 1 troubleshooting support for patients
- Monitors and evaluates data from the call tracking and call management telephone system for adherence to process and procedure
- Exhibit a high sense of urgency
- Properly document all interactions with patients or customers
- Must communicate in a professional and diplomatic manger with good voice quality, dictation, and articulation.
- Identify, document and escalate any and all escalations per standard operating procedures
- Coordinate activities cross functionally with urgency and proper execution
- Meet quality and performance standards
- Perform other duties and responsibilities as assigned
Requirements
- High School Diploma or General Education Development (GED)
Associates preferred
Bilingual Preferred
Additional Requirements
- Demonstrate a team centered and patient first initiatives with a positive attitude
- Knowledge of medical terminology specific to cardiology
- The ability to communicate effectively both verbally and in writing
- The ability to read and follow detailed instructions, maintain accurate records, and complete and produce quality reports
- Ability to thrive in a fast-paced call center environment
- The ability to follow procedures and learn support technology
- The ability to plan, organize, multi-task and adapt to priority changes
- Knowledge and usage of business English, spelling, grammar, and punctuation
- The ability to use standard computers and basic office software
Compensation Range
The estimated hiring salary range for this position is $18/hr to $20/hr.
Application Procedure
To apply, click on the “APPLY FOR THIS JOB ” button and upload your resume or fill the mandatory job application form manually using English language.