Patient Services Inbound Representative 5/5/2020
JOB DESCRIPTIONAPPLY Everywhere Health Goes, We Go.
Want to grow your career in the healthcare & medical device industry with an organization leading the way in the advancement of mobile health services? Apply today to join our team at BioTelemetry, Inc. as a Customer Service Representative in our global headquarters located in Malvern, PA. We offer competitive wages, multiple shifts, full-time benefits, 401K match, PTO, stock purchasing plan, and much more!
We are striving to be the world leader in the delivery of health information by providing innovative products and services that will improve quality of life and reduce cost of care and we want you to be a part of it!
Patient Services Inbound Representative
Location: Malvern, PA
Hours of Work Per Week: 40
Open Shifts: Multiple shifts available
Position Type: Full- Time
Travel Required: 0%
The Patient Services Inbound Representative is responsible for providing technical support to patients, clinical staff and others regarding company devices. He/she will identify problems, troubleshoot, and provide advice to product users as well as coordinate with other departments to resolve problems. The essential functions of this role will specifically revolve around identifying hardware/software needs to resolve problems, assist the user in understanding and application of our monitoring systems via the telephone, and provide remote support of mobile devices and mobile applications as related to our monitoring systems. The incumbent will respond to customer inquiries in analyzing complaints, diagnosing probable causes, systematically eliminating alternatives, provide troubleshooting solutions; educating patients as appropriate and follow-up as necessary.
Provide customer product support and technical issue resolution via phone
Resolve problem(s) over the phone by instructing/guiding customers through detailed corrective actions
Follow up with customers when necessary to confirm resolution of problems
Respond to customer support requests with a sense of urgency and professionalism
Ask questions to determine nature of problem and follow through with troubleshooting process
Diagnose technical problems and instruct end-users through appropriate maintenance or troubleshooting procedures
Communicate issues with team members and escalate appropriately; serve as an internal resource to assist sales representatives and internal staff when necessary
Proactively identify and report potential problems or issues to supervisor and management
Document all patient and device related complaints electronically
Work cross-functionally to support organizational goals
Performs other duties and responsibilities as assigned
Education and Experience Requirements
Education: High School Diploma or General Educational Development (GED) required
Relevant Work Experience: One to two (1 to 2) years of customer service and/or product support experience, preferably in a call center environment; phone-based support skills preferred
Required Knowledge, Skills, and Abilities
Knowledge/Abilities Technical Skills: Proficient in Microsoft Word and Excel; Strong technical aptitude and computer skills (e.g., Web-based applications, Mobile applications, etc.); Ability to work in multiple technical mediums simultaneously while remaining attentive to customer and their concern; Ability to apply knowledge from various disciplines, and provide directions that lead to solutions; Ability to investigate, understand, and explain technical concepts to technical and non-technical individuals
Communication Skills (Verbal/Written): Excellent communication skills (verbal and written) and comfortable with communicating at all levels within the organization; Ability to explain and interpret complex information that requires patience and understanding; Ability to make recommendations and defining actions in a clear and concise way; Must be able to use discretion and convey sensitive information in a strict confidential environment
Customer Service: Strong attention to detail, time management and decision-making skills; Ability to thrive in a high-volume, fast paced and dynamic call center environment; Ability to exercise sound judgement when dealing with ambiguous and challenging situations; Ability to work constructively across all functions and levels as well as develop good interpersonal relationships; Capable of working independently and able to prioritize work activities and use time efficiently; Strong commitment to outstanding customer service; Ability to work a flexible schedule (AM and PM shifts, including every other weekend) is required; Ability and aptitude to determine methods to resolve customer concerns and issues in real-time
EEO/AAP - Biotelemetry provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state or federal law.
NOTE: This job description is not intended to cover or contain a complete listing of all duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice..