Clinical Support Agent

4 days ago

Saugus, Massachusetts, United States iRhythm Technologies Full time
About the Role

iRhythm Technologies is seeking a skilled Clinician Support Agent to join our dynamic team at our Deerfield, IL location/Hybrid. As a key member of our team, you will be responsible for providing exceptional support to our cardiac technicians and external cardiac accounts, ensuring seamless communication and timely notification of ECG abnormalities.

Responsibilities
  • Act as the primary communicator between 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 OR a high school diploma and a minimum of 2 years of customer service call center, preferably in the medical industry.
  • At minimum 2 days a week in-office attendance at our Deerfield, IL IDTF. 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 (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, noncontributory basic life insurance & short/ long term disability.

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

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