Clinician Support Agent - 3rd Shift

Clinician Support Agent

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.

iRhythm is currently hiring a Clinician Support Agent to join our dynamic team based in San Francisco, CA. This is a hybrid position supporting our evening shift on a 4x10 schedule. Working hours are 10:00 PM to 8:30 AM PDT, four days per week.

Location: 699 8th Street Suite 600 San Francisco, CA

Hybrid/Onsite (with 2 days/week in-office requirements)

We thrive in a fast-paced and collaborative work environment, driven by our passion for delivering innovations that enhance healthcare quality and improve patient experience. We are inviting like-minded individuals to contribute to our mission and join our team today!

Responsibilities:

As the Clinician Support Liaison for our accounts and patients, your role will involve the following responsibilities:

• Act as the primary communicator via Phone, Outlook, ZioReports, and Salesforce between our Cardiac Technicians and external cardiac accounts, including hospitals, clinicians, and actual patient populations.
• Effectively communicate ECG abnormalities by adhering to physician notification protocols and notifying physicians/clinical personnel as required.
• Perform account follow-ups for additional clinical information, such as pacemaker settings and cardiac clinician contact information.
• Utilize clinical case management ticket systems to respond, act, and update case status.
• Verify process notification MDN criteria and ensure completeness of reports.
• Foster communication with internal work partners (e.g., cardiac technicians) and external customers (e.g., hospitals and clinicians).
• Meet or exceed the defined performance metrics for the role, encompassing both productivity and the quality of managed cases.
• Adhere to HIPAA (Health Insurance Portability and Accountability) Guidelines and Good Clinical Practices.
• Maintain compliance with job-specific proficiency requirements.
• Undertake other duties as assigned.

What We Need to See

• High school diploma or equivalent required.
• Minimum of 1 year of customer service experience; preferably in a fast-paced call center environment.
• At least two days a week of in-office attendance at our San Francisco, CA IDTF. This is subject to change based on business needs.
• Able to work alternating weekends and shifts.
• Experience in a healthcare or medical environment preferred.
• Knowledge of medical terminology preferred.
• Experience with EKG interpretation or a strong interest in developing this skill.
• Technical proficiency with Microsoft Office, especially Outlook, Microsoft Teams, and Microsoft Word. Salesforce experience is a plus!
• Strong verbal and written communication skills.
• Flexibility and adaptability to thrive in a fast-paced, growth-oriented environment.
• Customer-focused mindset with the ability to maintain professionalism in challenging situations via phone, email, and online interactions.
• Positive attitude and strong team-player mentality.
• Successful completion of new hire training requirements.
• Demonstrated interest and desire to learn rhythm analysis and interpretation.

Ways to Stand Out

• Excellent attention to detail
• Positive attitude and team player
• Ability to use critical thinking skills
• Solution-minded with independent thinking and sound judgment skills.
• Engaged and motivated, with a magnificent work ethic and a desire to provide high-quality outcomes (reports) to our clients and patients.

Why iRhythm?

• Collaborative & Supportive Team: Join a passionate group of professionals committed to making a positive impact on patient care.
• Growth & Learning: Take advantage of opportunities to further develop your skills in ECG interpretation and cardiac care.
• Hybrid Flexibility: Work remotely while staying connected with your team in a flexible work environment.
• Mission-Driven: Contribute to innovations that improve the quality of healthcare and the patient experience.

What's In It for You

This is a regular full-time position with a competitive compensation package, and excellent benefits including medical, dental, and vision insurance (all of which start on your first day), health savings account employer contributions (when enrolled in a high deductible medical plan), cafeteria plan pre-taxed benefits (FSA, dependent care FSA, commute reimbursement accounts), travel reimbursement for medical care, non-contributory basic life insurance & short/ long term disability.

Additionally, we offer:

• Emotional health support for you and your loved ones
• Legal/financial / identity theft/ pet and child referral assistance
• Paid parental leave, paid holidays, travel assistance for personal trips, and PTO

iRhythm also provides additional benefits including 401(k) (with company match), an Employee Stock Purchase Plan, pet insurance discount, an unlimited amount of LinkedIn Learning classes and so much more.