Patient Services Specialist

ZOLL Medical Corporation•San Jose, CA

1d•Remote

About The Position

The Patient Services Specialist plays a critical role in providing patients, and families with exceptional guidance and support for ZOLL Itamar WatchPAT Direct products and services by phone, email and other channels guaranteeing prompt and precise resolutions. ZOLL Itamar is an innovative medical device technology company that focuses on the development and manufacturing of Home Sleep Apnea Tests to aid in the diagnosis of respiratory sleep disorders. Our core product is the WatchPAT®️ family, a revolutionary FDA-cleared portable home sleep apnea test device, that is based on proprietary signal and analysis. 80% of patients who have sleep apnea are undiagnosed. We are committed to reach those undiagnosed patients and provide testing to promote wellness and enhance overall quality of life. WatchPAT®️ is commercially available within major markets including the U.S., Japan, and Europe, and is the leading home sleep apnea test in the US. ZOLL Itamar's corporate headquarters, research and development and manufacturing are located in Israel with U.S. headquarters based in Atlanta, GA. ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients's lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.

Requirements

Data entry accurately and detailed oriented.
Strong customer service skills.
Must be able to communicate always effectively & maintain professional conduct, with excellent written & verbal communication skills.
Organized, self-starter with the ability to handle numerous projects and prioritize workload with minimal supervision.
Basic knowledge of MS Office Suite, and Salesforce.

Responsibilities

Manage a large volume of outbound and Inbound calls in a timely manner.
Follow communication “scripts” when handling different topics.
Identify patients’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
Confirm all patients receive at least 1 phone call after the device is shipped (Priority Calls) daily.
Reply to emails, and text inquiries from patients, and internal business units (Account Services team, Customer Support, Account Managers, etc.)
Assist in tracking patients and devices in Salesforce and other applications.
Identify issues that would cause delays in material delivery, communicate internally and with patients to resolve such issues, and satisfy patient’s delivery requirements.
Escalate special inquiries to the Account Manager (device lost in the mail, the patient is not home, wrong address, etc.)
Report to the Sr. Specialist or Supervisor if any issues arise that need escalation.
Perform other duties and tasks as assigned.