Remote
Career-defining. Life-changing.
At iRhythm, you’ll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what’s possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career
About This Role:
Responsibilities and Duties:
- Provide superior customer care by troubleshooting customer/patient issues relating to product, services, and patient enrollment.
- Respond to inquiries, complete various daily tasks, and provide verbal and written information to external and internal customers and accounts.
- Maintain a positive attitude and working relationship with all customers, patients and iRhythm associates.
- CRM Compliance to process and documentation.
- Ticket/Email Management in a timely fashion.
- Inbound and outbound call work as assigned.
- Ability to manage through meetings and training in a Zoom environment on camera.
General Experience:
- Provide clear verbal and written proactive communication to internal and external requests.
- Drive a patient and client-driven environment.
- Understand sensitive information, HIPAA and privacy requirements including security of environment for home office.
- Display an ability to have attention to detail for all activities and documentation tasks.
Qualifications:
- Experience in fast paced patient or healthcare provider focused environment is preferred.
- Minimum of 2+ years of customer service experience in a high-volume environment (60+ Activities Per Day).
- Preferred experience in healthcare/medical device companies non- insurance based.
- Proficient with Microsoft Office - especially Outlook; Word, Excel and PowerPoint preferred.
- Experience with Customer Relationship Management software; Salesforce.com preferred.
- Demonstrated ability to understand and meet individual level metrics assigned.
- Must be flexible, able to adapt quickly and positively to change, able to manage a fast-paced growth company environment.
- Strong evidence of great customer service via phone, e-mail, fax, or web modalities.
- Demonstrated commitment to helping people and resolve issues including those that require independent thinking and sound judgment skills not covered specifically in manuals or procedures.
- Strong commitment to quality.
- Demonstrated patience and professionalism in stressful situations. Experience in a multitasking role preferred.
- Candidates must possess strong verbal and written English communication skills. Strong skillset in keyboarding, typing (40 WPM) as well as understanding website/program navigation.
iRhythm Technologies provides 24/7 support for our patients. Please note that you may be required to work Saturday, Sunday, and holidays as a part of your normal scheduled shift. Shifts are subject to change with advanced notice as the business requires. Bi-Annual review of shifts based on activity volume will be completed.
In Home Office Requirements: We require that all employees have the following technical capability at their home: High Speed internet over 50 MBPS for upload capacity and 150 MBPS for download capabilities. It is required that a plug in directly to the home internet router is available for network stability. These at home technical requirements are subject to change with any scheduled reopening of our office locations.
Additional Home Office Requirements:
- Secure environment for all related activities.
- Desk space for laptop and two monitors to be set up.
In Office Potential: At times though out the year, in-office attendance may be requested of you, based on your location to an office. This request may include training, meetings, in-office staff days, internet outages in your area, IT Helpdesk needs as well as other development opportunities that may come up. Advanced notice will be provided for all outside of IT Helpdesk needs as those will need to be managed as they come up so that you can complete your daily tasks.
Examples of Key Metric Expectations:
- Attendance, this is key to the success of the role.
- Quality Scores, all activities are subject to a quality review and quality scores must be at or above minimum acceptable rate.
- Unavailable time, adherence to schedule and time available for calls and activities. A specific amount of time is set aside for lunch, breaks, meetings that will not be counted in the metrics.
- HIPAA and Privacy escalations will be tracked and monitored, this is key to our regulatory compliance expectations and need to be managed per requirements.
- Other metrics: Average call wrap time, productivity, average call handle time and general service level expectations. These are subject to change based on business needs.
OT and Holiday Potential:
- At times, Over-Time may be made available and will be assigned under a request and approval basis. In the event of an urgent unplanned need a text will be sent to all agents for a request for anyone that could support.
- Holiday assignments will be posted for selection based on a bid/lottery criterion so that coverage is available for all shifts.
Location:
Remote - USActual compensation may vary depending on job-related factors including knowledge, skills, experience, and work location.
Estimated Pay Range
$20.60 - $25.75
As a part of our core values, we ensure an inclusive workforce. We welcome and celebrate people of all backgrounds, experiences, skills, and perspectives. iRhythm Technologies, Inc. is an Equal Opportunity Employer. We will consider for employment all qualified applicants with arrest and conviction records in accordance with all applicable laws.
