[Remote] Clinical Customer Support Representative

Note: The job is a remote job and is open to candidates in USA. VitalConnect is a company focused on cardiac monitoring solutions, and they are seeking a Clinical Customer Support Representative to manage inbound and outbound calls for troubleshooting devices. The role involves working closely with the Cardiac Monitoring Center Technician team to ensure quality service and support for patients.

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 manner 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

Skills

• High School Diploma or General Education Development (GED)
• 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
• Associates preferred
• 1 year of related experience preferred
• Medical experience preferred

Benefits

• Medical
• Dental
• 401K retirement plan

Company Overview