Customer Care Advocate (Monday - Friday / 3pm - 11:30pm CST)

iRhythm Technologies • Chicago, IL

319d

About The Position

As a Customer Care Advocate you will provide an outstanding call experience to patients and providers, to educate and provide support through the device wear process. You will function as a liaison between the patient and the business to ensure that the patient's requests are completed. The Customer Care Advocate is responsible for managing all requests with sensitivity and urgency ensuring that all compliance and regulatory expectations are met. Our work environment is fast paced, with a collaborative atmosphere. Most of all, we are enthusiastic about delivering innovations that improve the quality of health care and the patient's experience. As a Customer Care Advocate you will report to the Supervisor, Customer Care.

Requirements

• Experience in a fast-paced patient or healthcare provider-focused environment is preferred.
• Minimum of 2+ years of customer service experience in a high-volume environment (60+ Activities Per Day).
• Preferred experience in healthcare/medical device companies non-insurance based.
• Proficient with Microsoft Office - especially Outlook; Word, Excel, and PowerPoint preferred.
• Experience with Customer Relationship Management software; Salesforce preferred.
• Demonstrated ability to understand and meet individual-level metrics assigned.
• Must be flexible, able to adapt quickly and positively to change, and able to manage a fast-paced growth company environment.
• Convincing evidence of great customer service via phone, e-mail, fax, or web modalities.
• Demonstrated commitment to helping people and resolving issues requiring independent thinking and sound judgment skills not covered specifically in manuals or procedures.
• Strong commitment to quality.
• Demonstrated patience and professionalism in stressful situations.
• Experience in a multitasking role preferred.
• Candidates must possess strong verbal and written English communication skills.
• Strong skillset in keyboarding, typing (40 WPM) as well as understanding website/program navigation.

Responsibilities

• Provide superior customer care by troubleshooting customer/patient issues relating to products, services, and patient enrollment.
• Respond to inquiries, complete various daily tasks, and provide verbal and written information to external and internal customers and accounts.
• Maintain a positive attitude and working relationship with all customers, patients, and iRhythm associates.
• CRM Compliance to process and documentation.
• Ticket/Email Management in a timely fashion.
• Inbound and outbound call work as assigned.
• Ability to manage through meetings and training in a Zoom environment on camera.

Benefits

• Competitive compensation package.
• Medical, dental, and vision insurances (all of which start on your first day).
• Health savings account employer contributions (when enrolled in high deductible medical plan).
• Cafeteria plan pre-taxed benefits (FSA, dependent care FSA, commute reimbursement accounts).
• Travel reimbursement for medical care.
• Noncontributory basic life insurance & short/long term disability.
• Emotional health support for you and your loved ones.
• Legal / financial / identity theft/ pet and child referral assistance.
• Paid parental leave, paid holidays, travel assistance for personal trips and PTO.
• 401(k) (with company match).
• Employee Stock Purchase Plan.
• Pet insurance discount.
• Unlimited amount of Linked In Learning classes.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Computer and Electronic Product Manufacturing