[Hiring] Clinical Customer Support Representative @Vital Connect Inc

Role Description

This role involves ensuring 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 tasks for quality Cardiac Monitoring.

• 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
• 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
• Accept constructive feedback that builds in the quality of the position
• Perform other duties and responsibilities as assigned

Qualifications

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

Requirements

• Demonstrate a team-centered and patient-first initiative with a positive attitude
• Knowledge of medical terminology specific to cardiology
• Ability to thrive in a fast-paced call center environment
• Effective verbal and written communication skills
• Ability to read and follow detailed instructions, maintain accurate records, and produce quality reports
• Ability to follow procedures and learn support technology
• Ability to plan, organize, multi-task and adapt to priority changes
• Ability to use standard computers and basic office software
• Knowledge and usage of business English, spelling, grammar, and punctuation
• Willingness to work overtime or extra hours as needed

Benefits

• Estimated hiring salary range: $18/hr to $20/hr
• Actual salary based on job-related factors, including geography, skills, education, and experience
• Eligible for a range of benefits including medical, dental, and 401K retirement plan