Patient Services Specialist

4 weeks ago

Atlanta, United States ZOLL Resuscitation Full time
Itamar, ZOLLMED.com

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 propriety 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 Itamar's corporate headquarters, research and development and manufacturing are located in Israel with U.S. headquarters based in Atlanta, GA.

Job Type

On Site - Temporary Assignment

Job Summary

This position is responsible for handling all communication with patients who received a WatchPAT device as part of the WatchPAT Direct Service.

Essential Functions

  • Manage a large volume of outbound calls in a timely manner.

  • Follow communication "scripts" when handling different topics.

  • Identify patients' needs, clarify information, research every issue, and provide solutions and/or alternatives.

  • Confirm all patients receive at least 1 phone call after the device is shipped (Priority Calls) daily.

  • Upload studies in the various systems used.

  • Answer phone calls, reply to emails, and text inquiries from patients, and internal business units (Account Services team, Customer Support, Account Managers, etc.)

  • Assist in tracking patients and devices in Salesforce.

  • Identify issues that would cause delays in material delivery, communicate internally and with patients to resolve such issues, and satisfy patient's delivery requirements.

  • Escalate special inquiries to the Account Manager (device lost in the mail, the patient is not home, wrong address, etc.)

  • Assist with any issue that the customer support team might have and address daily.

  • Report to the Service Operation Manager if any issues arise that need escalation.


Required/Preferred Education and Experience

  • College Degree preferred.


Knowledge, Skills and Abilities

  • Strong customer service skills.

  • Must be able to communicate always effectively & maintain professional conduct, with excellent written & verbal communication skills.

  • Organized, self-starter with the ability to handle numerous projects and prioritize workload with minimal supervision.

  • Data entry accurately and detailed oriented.

  • Basic knowledge of MS Office Suite, and Salesforce.


Travel Requirements

  • This position does not include travel.


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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. It is understood by the Employee that if he/she is requesting/ will need special accommodations to perform duties, it is their responsibility to inform ZOLL Itamar Human Resources immediately.

  • Employee is continuously required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear (up to 98% of an average 8-hour day).

  • The employee must occasionally lift or move up to 20 pounds (up to approximately 5% of an average 8-hour day).

  • This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

  • Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

  • Ability to speak to and hear customers and/or other employees via phone or in-person is required.


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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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