Patient Services Inbound Representative

Philips • Malvern, PA

16d • $19 - $29 • Onsite

About The Position

The Patient Services Inbound Representative is the first point of contact for patients using ECG Solutions' heart monitors. The role provides patient-focused support by phone or chat, addressing service and monitor inquiries, resolving concerns, offering technical assistance, and helping with device activation. Representatives accurately document calls, chats, emails, and support interactions to enable effective follow-up and issue resolution, and collaborate with the Patient Services department to meet performance goals.

Initial training and nesting last seven weeks, Monday through Friday, 9:00 a.m. to 5:30 p.m. EST, with an Educator providing mentorship in a structured, hands-on setting. After training, the role includes a four-week ramp-up period, Tuesday through Saturday, 12:00 p.m. to 8:30 p.m. CST, with a holiday rotation. This is an office role. Philips office-based teams work in person at least three days per week; onsite roles require full-time presence at company facilities.

Requirements

• High school diploma, vocational education, or General Education Diploma (GED).
• At least one year of customer service and/or product support experience.
• Strong proficiency in Microsoft Office applications, strong technical acumen, and excellent computer skills.
• Ability to navigate multiple technical platforms simultaneously and adapt to change.
• Excellent communication, meticulous attention to detail, and commitment to high-quality work.
• Collaborative mindset and ability to thrive in a dynamic, fast-paced environment.
• Patience and empathy in support interactions.
• Ability to perform the stated minimum physical, cognitive, and environmental job requirements, with or without accommodation.
• US work authorization; candidates requiring sponsorship for a work-authorized visa now or in the future will not be considered.
• Must reside in or within commuting distance of Malvern, Pennsylvania.

Nice To Haves

• Call center experience or experience with Salesforce.
• Skills in troubleshooting and providing technical support.

Responsibilities

• Provide patient-focused phone or chat support, addressing inquiries and resolving concerns about services and heart monitors.
• Provide technical assistance and help patients activate devices.
• Accurately log incoming calls, chats, and emails and document support interactions to support follow-up and issue resolution.
• Collaborate within the Patient Services department to meet performance goals and maintain a high level of service.

Benefits

• Generous paid time off.
• 401(k) with up to 7% company match.
• Health Savings Account (HSA) with company contribution.
• Stock purchase plan.
• Education reimbursement.
• Other compensation may include an annual incentive bonus, sales commission, or long-term incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED