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Watchpat Direct Representative

2 months ago

San Jose, United States Zoll Medical Corporation Full time

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 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

**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.
- Identify issues that would cause delays in material delivery, communicate internally and with customers to resolve such issues and satisfy customer’s 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 mínimal 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

**Compensation**:
Range$27 - $30/hr.

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.