WatchPAT Direct Representative

ZOLL Medical Corporation•San Jose, CA

1d•$28 - $28•Onsite

About The Position

This position is responsible for handling end-to-end all patient’s communication as well as fulfillment of customers’ (hospitals, sleep clinics, etc.) incoming orders.At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions. 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.

Requirements

A minimum of three years’ experience in customer service and/or patient care.
Excellent problem-solving skills.
Strong interpersonal and communication skills.
Organized, self-starter with the ability to handle numerous projects and prioritize workload with minimal supervision.
Data entry and detailed oriented.
Basic knowledge of MS Office Suite, and Salesforce.
A minimum of two years’ experience in customer service and/or patient care.
Ability to work in a fast-paced environment.
Regular and predictable attendance, safely perform tasks and adherence to all safety policies and procedures that are essential functions of the job.

Nice To Haves

College Degree from an accredited institution preferred

Responsibilities

Successfully enter/process new patient information in Salesforce and Itamar approved database systems.
Prepare devices and ship accurately to patients that are in database systems.
Accurately create shipping labels.
Track and maintain deliveries to and from patients.
Answer emails, incoming calls, text messages from both patients, customer (clinicians, etc.) and internal business units.
Identify issues that would cause delays in material delivery, communicate internally and with customers to resolve such issues and satisfy customer’s delivery requirements.
Make outbound calls in a timely manner and adhere to KPIs set per day.
Follow communication “scripts” when handling different topics.
Identify patients’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
Perform priority calls daily and texts according to our outreach procedures.
Upload studies in Itamar databases.
Escalate special inquiries (device lost in the mail, the patient is not home, wrong address, etc. to the external customer (clinicians, etc.).
Assist with any issue that the internal customer support team might have and address daily.
Report to the Team Lead and/or Service Operation Manager if any issues arise that need escalation.