[Hiring] Patient Services Specialist @ZOLL Medical Corporation

Role Description

The Patient Services Specialist plays a critical role in providing patients and families with exceptional guidance and support for ZOLL Itamar WatchPAT Direct products and services by phone, email, and other channels guaranteeing prompt and precise resolutions.

• Manage a large volume of outbound and inbound calls in a timely manner.
• Follow communication “scripts” when handling different topics.
• Identify patients’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Confirm all patients receive at least 1 phone call after the device is shipped (Priority Calls) daily.
• Reply to emails and text inquiries from patients and internal business units (Account Services team, Customer Support, Account Managers, etc.).
• Assist in tracking patients and devices in Salesforce and other applications.
• Identify issues that would cause delays in material delivery, communicate internally and with patients to resolve such issues, and satisfy patient’s delivery requirements.
• Escalate special inquiries to the Account Manager (device lost in the mail, the patient is not home, wrong address, etc.).
• Report to the Sr. Specialist or Supervisor if any issues arise that need escalation.
• Perform other duties and tasks as assigned.

Qualifications

• Data entry accurately and detailed oriented.

Requirements

• Strong customer service skills.
• Must be able to communicate always effectively & maintain professional conduct, with excellent written & verbal communication skills.
• Organized, self-starter with the ability to handle numerous projects and prioritize workload with minimal supervision.
• Basic knowledge of MS Office Suite and Salesforce.

Benefits

• The hourly pay rate for this position is $25.00 to $25.00.
• Factors which may affect this rate include shift, geography, skills, education, experience, and other qualifications of the successful candidate.
• Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com .