Purpose

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 is a fully remote role ***

Responsibilities

• Answer incoming calls promptly and direct them to appropriate team members
• Place outbound calls to provide Tier 1 troubleshooting support for patients 
• Exhibit a high sense of urgency
• Properly document all interactions with patients or customers
• Handle emails/voice messages as assigned
• 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
• Track, maintain and execute on follow ups pertaining to patients who have received a kit for cardiac monitoring
• Coordinate activities cross functionally with urgency and proper execution 
• Follow the chain of command pertaining to escalations or concerns 
• Meet quality and performance standards 
• Follow all company and departmental policies and procedures
• Must be able to accept constructive feedback that builds in the quality of the position
• Perform other duties and responsibilities as assigned

Education and Licenses/Certifications

• High School Diploma or General Education Development (GED)
• Associates preferred

Experience

• 1 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
• Be willing to work overtime or extra hours as needed.

* The estimated hiring salary range for this position is $18/hr to $20/hr.* The actual salary will be based on a variety of job-related factors, including geography, skills, education and experience. The range is a good faith estimate and may be modified in the future. This role is also eligible for a range of benefits including medical, dental and 401Kretirement plan.