Patient Services Coordinator

4 weeks ago

Atlanta, Georgia, United States ZOLL Medical Full time
Job Title: Patient Services Specialist

ZOLL Medical is a leading provider of innovative medical devices and software solutions. We are seeking a highly motivated and customer-focused Patient Services Specialist to join our team.

Job Summary:

This role is responsible for handling all communication with patients who have received a WatchPAT device as part of our WatchPAT Direct Service. The successful candidate will be responsible for managing a large volume of outbound calls, following communication scripts, and providing solutions and/or alternatives to patients' needs.

Key Responsibilities:
  • Manage a high-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 one phone call after the device is shipped daily.
  • Upload studies in various systems used.
  • Answer phone calls, reply to emails, and text inquiries from patients and internal business units.
  • 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.
  • 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.
Requirements:
  • College degree preferred.
Knowledge, Skills and Abilities:
  • Strong customer service skills.
  • Excellent written and 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.

  • 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.

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