Patient Services Outbound Representative

Philips•Malvern, PA

25d•Onsite

About The Position

Serve as the initial point of contact, providing invaluable assistance to patients in activating their ECG Solutions heart monitor. Conduct outbound calls to support patients with activating their monitoring devices and provide technical assistance as needed. Manage daily and weekly patient call lists efficiently, coordinating with Clinics and Account Executives to resolve service delays, cancellations, and patient needs. Contribute to the success of the Patient Services team by meeting key performance indicators (KPIs) and maintaining high-quality standards in a collaborative, team-based environment. Initial training/nesting spans 6 weeks, Monday to Friday, 9:00am to 5:30pm EST, under the mentorship of an Educator in a structured, hands-on setting. Following training, you will enter a 3-week ramp-up period, working Monday through Friday from 11:00am-7:30pm EST with a holiday rotation.

Requirements

High School Diploma or Vocational Education.
6+ months of customer service experience, whether over the phone or in-person.
Strong proficiency in Microsoft Office applications.
Strong technical acumen.
Excellent computer skills.
Ability to efficiently navigate multiple technical platforms simultaneously while adapting to change with ease.
Excellent communicator who maintains professionalism, empathy, and patience in all support interactions.
Able to manage time effectively, handle high call volumes, and coordinate with internal teams in a fast-paced environment.
Must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

Nice To Haves

Experience in a call center or high-volume support environment is a plus.
Experience in troubleshooting and providing technical support is preferred.

Responsibilities

Conduct outbound calls to support patients with activating their monitoring devices and provide technical assistance as needed.
Manage daily and weekly patient call lists efficiently, coordinating with Clinics and Account Executives to resolve service delays, cancellations, and patient needs.
Contribute to the success of the Patient Services team by meeting key performance indicators (KPIs) and maintaining high-quality standards in a collaborative, team-based environment.