Patient Services Inbound Representative at BioTelemetry in Malvern, Pennsylvania

Job Description:

BioTel Heart is a division of BioTelemetry, Inc., the
leading remote medical technology company focused on the delivery of health
information to improve quality of life and reduce cost of care. A pioneer in remote patient monitoring, we
revolutionized healthcare with the first Mobile Cardiac Outpatient Telemetry
(MCOTTM) device, the most accurate and studied arrhythmia monitoring
detection system in the market. We
provide a single source of cardiac monitoring services as well as remote
monitoring data management for cardiac devices and service as an extension of
device clinics. We are passionate about
connecting people with solutions that save lives, and our growth reflects our
focus, commitment and passion for the important work we do each day. As one of the fasted growing connected health
companies in the market, we are looking for people to join our team who share our
passion and focus.

Full time - 40 hours
Start date - November 2020
Paid training - 5 weeks - Monday-Friday 10am-6:30pm ET
Post training shift - 2pm-10:30pm ET with rotating weekends

Overall Job Summary
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The Patient Services Inbound Representative is responsible for providing technical support to patients, clinical staff and others regarding company devices. He/she will identify problems, troubleshoot, and provide advice to product users as well as coordinate with other departments to resolve problems. The essential functions of this role will specifically revolve around identifying hardware/software needs to resolve problems, assist the user in understanding and application of our monitoring systems via the telephone, and provide remote support of mobile devices and mobile applications as related to our monitoring systems. The incumbent will respond to customer inquiries in analyzing complaints, diagnosing probable causes, systematically eliminating alternatives, provide troubleshooting solutions; educating patients as appropriate and follow-up as necessary.
Essential Duties/Responsibilities
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Provide customer product support and technical issue resolution via phone
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Resolve problem(s) over the phone by instructing/guiding customers through detailed corrective actions
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Follow up with customers when necessary to confirm resolution of problems
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Respond to customer support requests with a sense of urgency and professionalism
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Ask questions to determine nature of problem and follow through with troubleshooting process
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Diagnose technical problems and instruct end-users through appropriate maintenance or troubleshooting procedures
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Communicate issues with team members and escalate appropriately; serve as an internal resource to assist sales representatives and internal staff when necessary
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Proactively identify and report potential problems or issues to supervisor and management
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Document all patient and device related complaints electronically
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Work cross-functionally to support organizational goals
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Performs other duties and responsibilities as assigned
Education and Experience Requirements
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Education: High School Diploma or General Educational Development (GED) required
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Relevant Work Experience: One to two (1 to 2) years of customer service and/or product support experience, preferably in a call center environment; phone-based support skills preferred
Required Knowledge, Skills, and Abilities
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Knowledge/Abilities -Technical Skills: Proficient in Microsoft Word and Excel; Strong technical aptitude and computer skills (e.g., Web-based applications, Mobile applications, etc.); Ability to work in multiple technical mediums simultaneously while remaining attentive to customer and their concern; Ability to apply knowledge from various disciplines, and provide directions that lead to solutions; Ability to investigate, understand, and explain technical concepts to technical and non-technical individuals
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Communication Skills (Verbal/Written): Excellent communication skills (verbal and written) and comfortable with communicating at all levels within the organization; Ability to explain and interpret complex information that requires patience and understanding; Ability to make recommendations and defining actions in a clear and concise way; Must be able to use discretion and convey sensitive information in a strict confidential environment
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Customer Service: WECARE - BioTelemetry based customer centric program; Strong attention to detail, time management and decision-making skills; Ability to thrive in a high-volume, fast paced and dynamic call center environment; Ability to exercise sound judgement when dealing with ambiguous and challenging situations; Ability to work constructively across all functions and levels as well as develop good interpersonal relationships; Capable of working independently and able to prioritize work activities and use time efficiently; Strong commitment to outstanding customer service; Ability to work a flexible schedule (AM and PM shifts, including every other weekend) is required; Ability and aptitude to determine methods to resolve customer concerns and issues in real-time

EEO/AAP - Biotelemetry provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state or federal law.

NOTE: This job description is not intended to cover or contain a complete listing of all duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.



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