Monitoring Technician

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ABOUT THE ROLE

Required skills:

• Receives ECG (electrocardiogram) or EKG transmissions in the cardiac outpatient telemetry service center, provides technical analysis of ECG data, generates reports to the physician, and communicates to the patient and physician as necessary.

• Stay up-to-date on developing clinical knowledge, specifically ECG rhythm interpretation.

• Review ECG recordings and related algorithm findings for clinical accuracy/completeness and evaluate ECG for notification criteria and document actions.

• Notify Monitoring Technician Level II in communicating ECG abnormalities according to physician notification protocol.

• Must possess one of the following certifications: Active CRAT/CCT certification or RN or Paramedic/EMT with current ACLS.

Essential Duties/Responsibilities:

• Receives ECG transmissions in the cardiac outpatient telemetry service center, provides technical analysis of ECG data, generates reports to the physician, and communicates to the patient and physician as necessary.

• Stay up-to-date on developing clinical knowledge, specifically ECG rhythm interpretation

• Review ECG recordings and related algorithm findings for clinical accuracy/completeness and evaluate ECG for notification criteria and document actions

• Notify Monitoring Technician Level II in communicating ECG abnormalities according to physician notification protocol

• Ensure quality assurance of readings and reports that will be delivered to physicians

• Assist in facilitating activation of EMS

• Answer incoming calls from patients sending recordings using the WE CARE approach

• Follow all company and departmental policies and procedures

• Perform other duties and responsibilities as assigned

Education and Experience Requirements:

• Education: High School Diploma or General Educational Development (GED)

• Relevant Work Experience: 6 months related experience

• Licenses/Certifications: Active CRAT/CCT certification or RN or Paramedic/EMT with current ACLS

Required Knowledge, Skills, and Abilities:

• Knowledge/Abilities -Technical Skills: Proficiency using a computer and Microsoft Office (Word, Excel, and Outlook); comfortable using telephone and computer to perform job responsibilities; knowledge of medical terminology specific to cardiac/cardiology

• Communication Skills (Verbal/Written): Strong verbal and written communication skills; ability to thrive in a fast-paced call center environment

Customer Service:

• Demonstrate strong customer service and interpersonal skills; positive attitude and team player

• WECARE - BioTelemetry based customer centric program

• Other: Strong attention to detail and high level of accuracy; ability to identify problems, collect data, establish facts, and draw valid Conclusions.

The Customer Service Agent 30 is responsible for handling a wide range of customer inquiries while working under general supervision. This role manages high-volume inbound calls while determining the best course of action to ensure positive outcomes. The role involves creating and managing service work orders by capturing and inputting relevant customer information into the system. The role determines case priority and verifies the customers' contract entitlement. The role creates service quotes for non-contract customers and directs non-support customers to the correct destination.

Job Responsibilities

• Responds promptly and courteously to customer inquiries across phone, chat, email, and other channels to ensure a positive experience, working under general supervision.

• Provides initial troubleshooting assistance to customers, helping them resolve equipment or service-related issues using established procedures.

• Investigates and analyzes customer complaints to determine root causes and offer effective solutions.

• Records details of customer interactions, including inquiries, complaints, and resolutions, in the system.

• Assists customers with processing service requests by coordinating with internal teams to ensure their needs are met.

• Verifies and updates customer information in the system to maintain accurate and reliable records.

• Identifies issues that require escalation and ensure they are communicated to the appropriate team members for further action.

• Follows established procedures and guidelines to ensure consistency and compliance in customer interactions.

• Identifies recurring customer issues and suggest process improvements to better address their needs.

• Aids in the installation and upgrading of software or hardware components as necessary, following detailed instructions to ensure proper configuration.

Job Type: Contract

Pay: $24.00 - $25.00 per hour

Expected hours: 40 per week

Schedule:

• Day shift
• Evening shift
• Monday to Friday
• Morning shift
• Night shift
• Weekends as needed
• Weekends only

Work Location: In person