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Field Support Representative

2 months ago

San Francisco, California, United States iRhythm Technologies Full time
About This Role

iRhythm Technologies is a leading digital healthcare company that creates innovative solutions to detect, predict, and prevent disease. As a Field Support Representative, you will play a critical role in ensuring the success of our customers and patients.

Responsibilities:
  • Act as the primary contact for the Sales team for onboarding new accounts, including obtaining complete account documents, account setup, and inventory management.
  • Monitor key performance trends at an account and regional level, developing action plans with the Territory Manager and Regional Director to improve account performance.
  • Build strong relationships with assigned regional teams, motivating account teams to achieve Best in Class service and identifying process improvements to maximize efficiency.
  • Act as a central Customer Care contact, providing subject matter expertise on individual accounts for Customer Care and iRhythm internal partners.
  • Troubleshoot customer/patient issues relating to products, services, accounts, and patient enrollment.
  • Develop work processes and procedures for the Customer Care FSR team.
  • Maintain a positive attitude and working relationship with all customers, patients, and iRhythm.
  • Provide superior customer service by identifying and initiating resolutions to customer concerns and issues.
  • Identify processes in need of improvement and recommend enhancements or changes.
  • Adhere to corporate policy and HIPAA standards in handling patient data.
Qualifications/Requirements:
  • Minimum of 3 years of experience in a high-volume customer care or sales operational/support environment.
  • Knowledge of iRhythm and internal Customer Service a plus.
  • Highly organized and detail-oriented individual with strong experience in Excel and SFDC reporting.
  • Hands-on knowledge and experience with on-demand (SaaS) systems, including CRM software.
  • Skilled at offering both verbal and written communication.
  • Strong ability to multi-task in a fast-paced environment.
  • Strong background and passion for customer care.
  • Problem-solving/analysis skills.
  • Call center experience a plus.
  • Exceptionally collaborative, flexible, and adaptive when working with customers and various teams within iRhythm.
  • Bachelor's degree or relevant experience in a healthcare field or account onboarding.
What's In It For You

iRhythm Technologies offers a competitive compensation package, excellent benefits, and a collaborative work environment. As a Field Support Representative, you will have the opportunity to work with a talented team, develop your skills, and make a meaningful impact in the lives of our customers and patients.

iRhythm Technologies is an Equal Opportunity Employer and welcomes applications from diverse candidates. We provide reasonable accommodations for qualified individuals with disabilities in job application procedures.