WatchPAT Direct Representative

ItamarThis position is responsible for handling end-to-end all patients 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 Itamars corporate headquarters, research and development and manufacturing are located in Israel with U.S. headquarters based in Atlanta, GA. Job Type On Site Job Summary This position is responsible for handling end-to-end all patient's communication as well as fulfillment of customers incoming orders, i.e. hospitals, sleep clinics, etc. Essential Functions 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 customers 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. Required/Preferred Education and Experience College Degree from an accredited institution preferred A minimum of three years experience in customer service and/or patient care. Knowledge, Skills and Abilities 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. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Standing - Occasionally Walking - Occasionally Sitting - Constantly Talking - Occasionally Hearing - Occasionally Repetitive Motions - Frequently 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' 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. The hourly pay rate for this position is: $28.00 to $28.00 Factors which may affect this rate include shift, geography, skills, education, experience, and other qualifications of the successful candidate. Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com. Applications will be accepted on an ongoing basis until this position is filled. For fully remote positions, compensation will comply with all applicable federal, state, and local wage laws, including minimum wage requirements, based on the employees primary work location. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disability, or status as a protected veteran. ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. ZOLL Medical Corporation, an Asahi Kasei Group Company, develops and markets medical devices and software solutions that help advance emergency care and save lives, while increasing clinical and operational efficiencies. With products for defibrillation and monitoring, circulation and CPR feedback, data management, therapeutic temperature management, and ventilation, ZOLL provides a comprehensive set of technologies that help clinicians, EMS and fire professionals, and lay rescuers treat victims needing resuscitation and acute critical care. For more information, visit www.zoll.com. The Asahi Kasei Group is a diversified group of companies led by holding company Asahi Kasei Corp., with operations in the material, homes, and health care business sectors. Its health care operations include devices and systems for acute critical care, dialysis, therapeutic apheresis, transfusion, and manufacture of biotherapeutics, as well as pharmaceuticals and diagnostic reagents. With more than 30,000 employees around the world, the Asahi Kasei Group serves customers in more than 100 countries. For more information, visit www.asahi-kasei.co.jp/asahi/en/.