Customer Service Representative

Customer Service Representative Position Summary The Customer Service Representative (CSR) serves as the primary point of contact for patients, clinics, and healthcare partners receiving ambulatory cardiac monitoring services. This remote role is responsible for providing timely, compassionate, and professional support via phone and email, assisting with device setup and troubleshooting, and ensuring a positive patient and provider experience throughout the monitoring process. The ideal candidate is patient-focused, detail-oriented, and comfortable supporting individuals in a healthcare environment where accuracy, empathy, and compliance are critical. Key Responsibilities Patient Support & Device Assistance Provide inbound and outbound phone support to patients using ambulatory cardiac monitoring devices (e.g., Holter, Extended Holter, Cardiac Event Monitor, Mobile Cardiac Telemetry). Guide patients through device placement, activation, connectivity troubleshooting, and general usage questions. Support ship-to-home patients with hookup assistance and monitoring initiation according to established outreach protocols. Respond to patient concerns with empathy and professionalism, ensuring patient comfort and understanding. Clinic and Provider Customer Service Serve as a point of contact for ordering clinics, physician offices, and healthcare staff regarding device orders, patient status, and service-related questions. Provide timely updates and follow-up communication to clinical partners as needed. Escalate urgent or complex concerns to supervisors, clinical teams, or quality leadership per internal escalation procedures. Documentation & Compliance Accurately document all patient and customer interactions in CRM and/or patient management systems. Maintain compliance with HIPAA, privacy standards, and internal quality requirements. Identify and report any potential patient safety concerns or adverse events according to company policy. Operational Support Assist with coordination of device logistics, replacements, and shipment tracking when necessary. Support cross‑functional communication with clinical operations, sales, and technical teams to ensure resolution of patient issues. Contribute to continuous improvement by identifying recurring patient challenges or service trends. Required Qualifications High school diploma or equivalent required; associate or bachelor’s degree preferred. 1+ years of customer service experience in a healthcare, medical device, or patient-support environment preferred. Comfort working with patients over the phone, including individuals who may be anxious or frustrated. Strong verbal and written communication skills. Proficiency with computer systems, EMR/CRM platforms, and Microsoft Office or Google Workspace tools. Ability to work independently in a fully remote environment while meeting performance expectations. Preferred Qualifications Experience in ambulatory cardiac monitoring, cardiology services, or IDTF operations. Familiarity with cardiac monitoring devices such as Holter monitors, event monitors, or telemetry systems. Prior experience supporting remote patient populations or medical device troubleshooting. Knowledge of basic cardiac rhythm terminology (AFib, PVCs, SVT) is a plus. Work Environment & Schedule Fully remote position with required availability during assigned business hours. Frequent phone‑based interaction with patients and clinical customers. May require participation in rotating coverage schedules depending on operational needs. #J-18808-Ljbffr