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Clinical Support Specialist

2 months ago

Deerfield Beach, Florida, United States iRhythm Technologies Full time
About the Role

iRhythm Technologies is seeking a highly skilled Clinical Support Agent to join our team. As a Clinical Support Agent, you will play a critical role in supporting our cardiac care team by providing exceptional customer service and technical support.

Responsibilities
  • Act as the primary point of contact for our cardiac technicians and external cardiac accounts, including hospitals and clinicians.
  • 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.
Qualifications
  • An associate degree and a minimum of 1 year of related customer service call center experience, or a high school diploma and a minimum of 2 years of customer service call center experience, preferably in the medical industry.
  • At minimum 2 days a week in-office attendance at our location. Subject to change per business need.
  • Able to work every other Saturday.
  • Prior experience in a healthcare environment, preferably in EKG interpretation.
  • Proficiency in medical terminology.
  • Technical proficiency with case management (CRM) systems and Microsoft Office, especially Outlook, Microsoft Teams, and Microsoft Word.
  • Strong verbal and written communication skills.
  • Flexibility and adaptability to handle a fast-paced, growth-oriented company environment.
  • Customer-focused mindset, demonstrating professionalism in challenging situations via phone, email, and online interactions.
  • 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.
  • Positive attitude and team player.
What's in it for you
  • This is a regular full-time position with a competitive compensation package, excellent benefits including medical, dental, and vision insurance.
  • 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.
  • Noncontributory basic life insurance & short/ long term disability.
  • 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.
  • Wellness/ cultural committee/charity events.