Hybrid Patient Care Specialist - Technical Support Patient Care Specialist - Technical Support

About Our Client

The team behind this organization boasts over 400 years of collective experience in the external and internal cardiac medical device markets. Founded in 2014 by industry experts, the role aims to merge modern wearable technologies with established device therapies.

Their solutions prioritize high quality and technical performance while maintaining a wearable design that emphasizes patient comfort and dignity. By innovating versatile new approaches to care delivery, the organization strives to assist patients and their care teams in monitoring, managing, and safeguarding their health harmoniously.

About The Role

The Technical Support Specialist (TSS) provides essential technical support to customers relying on medical devices, including patients and healthcare professionals, primarily through phone communication. This role involves managing daily inquiries, addressing product concerns, and participating in the after-hours call rotation. A TSS identifies customer support issues, collaborates with customers and internal teams to triage and troubleshoot problems, reports product issues to development managers, and contributes to the knowledge base.

Demonstrating compassionate communication skills and thorough medical product knowledge is essential for providing superior customer service to resolve customer issues. This role works seamlessly with Sales, Marketing, Quality Assurance, and Research and Development Teams to address customer needs, determine corrective actions, and ensure effective follow-up. The position combines technical expertise, problem-solving abilities, and genuine customer service.

Essential Duties

- Respond to all inquiries and complaints related to wearable cardiac defibrillator use, troubleshoot issues, and resolve them with appropriate urgency and patience.

- Collaborate with patients, their caregivers, and their healthcare teams to ensure best practices are followed for the use of devices as prescribed.

- Document all interactions, complaints, resolutions, and follow-ups in the CRM system, such as Salesforce.

- Support Sales, Marketing, and Customer Service in resolving product-related issues and customer concerns.

- Initiate and coordinate product replacements and returns, and begin the review process for potential product issues.

- Create new clinics within the remote monitoring system, assist other users in troubleshooting, and prepare patient reports as required.

- Continuously update relevant tools and documentation as requested.

- Complete proficiency testing applications prior to established deadlines.

- Maintain product references and contribute to an issues resolution knowledge base.

- Assist in completing the Patient Registry and facilitate product returns as notified.

- Utilize appropriate measures to coordinate returns via FedEx when beneficial for patients.

- Collaborate with Operations to manage product shortages.

- Assist in training additional team members.

- Perform duties in accordance with established business and regulatory policies.

- Conduct video conference calls.

- Adhere to the _Pledge of Confidentiality_, ensuring that patient information is protected and not disclosed without consent.

Competencies

- Passion: Exhibits a strong commitment to the organization's mission with a sense of urgency for continuous improvement.

- Integrity: Upholds the highest ethical standards with accountability and commitment.

- Collaboration/Teamwork: Engages all team members inclusively, regardless of geography or position.

- Action/Results: Demonstrates high energy, effective planning, and timely execution.

- Innovation: Generates new ideas through original thinking.

- Customer Focus: Consistently exceeds customer expectations in product quality, service, and experience.

- Emotional Intelligence: Understands and manages one's emotions and influences others, crucial for high-pressure situations.

- Communication: Exhibits superior speaking and listening skills and strong interpersonal abilities.

Qualifications

- 2+ years of experience in patient care/support.

- Experience working in a HIPAA-regulated environment.

- Bilingual in Spanish and English.

- Demonstrable professional telephone etiquette.

- Strong organizational and time management skills.

- Excellent follow-up capabilities.

- Proficient in Microsoft Office and other enterprise software, with an ability to quickly learn new systems.

Preferred

- Two or more years of remote work experience.

- Proficient in using Salesforce as a customer service platform.

- Experience providing technical support for medical devices.

Working Conditions:

- Monthly on-call shifts, including nights and weekends.

- Extended hours may be required.

- Frequent interruptions may occur to assist customers or team members.

- Fast-paced work environment.

- Drug-free workplace.

Physical Demands:

- Frequent repetitive motions, including keyboard and mouse usage.

- Regularly stationary position, often sitting for extended periods.

- Routine phone and business machine use.

- Occasional bending, stooping, and lifting up to 20 pounds.

Travel:

- Minimal travel, 10% or less.

Other Duties:

This job description does not encompass every activity, duty, or responsibility. Duties and responsibilities may change or new ones may be assigned as necessary.

Benefits

The organization offers a competitive benefits package, including Medical, Dental, 401K with Match, and more.

Salary:

Annualized between $65,000 and $72,000, depending on experience and location.