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Clinical Customer Service Support

United States, United States
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.
Responsibilities
  • 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

Education and Licenses/Certifications
High School Diploma or General Education Development (GED)
Associates preferred
Bilingual Preferred

Experience
  • 2 year of related experience preferred
  • Medical experience preferred

Knowledge and Training
  • Demonstrate a team centered and patient first initiatives with a positive attitude
  • Knowledge of medical terminology specific to cardiology
  • Ability to thrive in a fast-paced call center environment
  • 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
  • The ability to follow procedures and learn support technology
  • The ability to plan, organize, multi-task and adapt to priority changes
  • The ability to use standard computers and basic office software
  • Knowledge and usage of business English, spelling, grammar, and punctuation

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