Patient Service Representative Coordinator - Hybrid (Pittsburgh) or Remote (West Coast)
About The Position
The Patient Services Representative Coordinator will be responsible for maintaining positive internal and external customer relationships while providing superior customer service. This position supports the sales force and Support Services Teams in coordinating PSR recruiting, including contract additions and terminations, throughout the country. The incumbent will be responsible for leading and/or managing multiple projects simultaneously and will be required to re-prioritize workload as needed. From a contract status and training standpoint, this role acts as a liaison between ZOLL and the Patient Service Representative.
Requirements
- Bachelor's Degree preferred or Associate's Degree In Business, Nursing or a related field preferred
- Equivalent work experience required
- 2-3 Years customer service experience required
- SharePoint knowledge base management experience preferred
- Experience in developing, implementing and delivering training curriculum required
- Project management experience preferred
- Superior communication and customer service skills
- Proficient in Microsoft Office Suite
- Excellent time-management and organizational skills
Responsibilities
- Build sustainable relationships with internal and external customers through open and interactive communication regarding all PSR related recruiting and training activities
- Initiate, organize, lead and facilitate internal and country-wide PSR related projects and meetings, including creating the agendas and preparing discussion materials
- Drive quality improvement through tracking, monitoring results and implementing quality improvement initiatives
- Develop and deliver all PSR training materials, memos and communications to insure comprehensive training sessions are conducted
- Manage knowledge base in SharePoint for Customer Support and PSRC Teams
- Provide train-the-trainer support to new PSR trainers and provide ongoing support and education to existing PSRs
- Create and maintain functional guidelines and training material, related to patient installation and PSRC recruiting
- Assure quality and timely patient fittings and follow up visits by analyzing metric data and following all pro-active PSR recruiting processes and guidelines
- Develop and lead process improvement initiatives and maintain reference library of all PSR process documents
- Schedule PSR training classes, which includes handling logistics such as travel arrangements and equipment delivery
- Serve as a resource for various departments within the organization (i.e. Marketing, Clinical, Support Services, Finance, Engineering, Legal, etc.) regarding PSR related training, processes, communications, credentialing, etc.
- Limited travel required to assist and/or review PSR training sessions, fits and follow ups
- Perform all functions associated with country-wide recruiting, vetting and training efforts for all new PSR
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
1,001-5,000 employees
