Patient Services Specialist
ZOLL Medical Corporation
Summary
The Patient Services Specialist plays a critical role in providing patients, and families with exceptional guidance and support for ZOLL Itamar WatchPAT Direct products and services by phone, email and other channels guaranteeing prompt and precise resolutions.
Job description
Essential Functions
- Manage a large volume of outbound and Inbound 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 1 phone call after the device is shipped (Priority Calls) daily.
- Reply to emails, and text inquiries from patients, and internal business units (Account Services team, Customer Support, Account Managers, etc.)
- Assist in tracking patients and devices in Salesforce and other applications.
- 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 (device lost in the mail, the patient is not home, wrong address, etc.)
- Report to the Sr. Specialist or Supervisor if any issues arise that need escalation.
- Perform other duties and tasks as assigned.
Required/Preferred Education and Experience
- Data entry accurately and detailed oriented.
Knowledge, Skills and Abilities
- Strong customer service skills.
- Must be able to communicate always effectively & maintain professional conduct, with excellent written & verbal communication skills.
- Organized, self-starter with the ability to handle numerous projects and prioritize workload with minimal supervision.
- Basic knowledge of MS Office Suite, and Salesforce.
Requirements
- Data entry accurately and detailed oriented.
- Strong customer service skills.
- Must be able to communicate always effectively & maintain professional conduct, with excellent written & verbal communication skills.
- Organized, self-starter with the ability to handle numerous projects and prioritize workload with minimal supervision.
- Basic knowledge of MS Office Suite, and Salesforce.
Benefits
- Comprehensive benefits plans
Company overview
ZOLL Medical Corporation, an Asahi Kasei Group company, is a global leader in acute critical care medical devices and software solutions. Founded in 1980 and named after Dr. Paul Zoll, the pioneering cardiologist known as "The Father of Modern Cardiac Therapy," the company develops innovative technologies that advance emergency care and save lives. ZOLL provides a comprehensive portfolio of medical devices and software solutions including defibrillators and cardiac monitors, CPR feedback systems, therapeutic temperature management devices, ventilation equipment, and sleep apnea diagnostic tools. The company's products are used worldwide by healthcare professionals, EMS and fire personnel, and lay rescuers to treat patients with serious cardiopulmonary and respiratory conditions. ZOLL's flagship products include the LifeVest wearable cardioverter defibrillator, which has protected over one million patients, and the remedē System for treating central sleep apnea. With a focus on improving clinical outcomes and operational efficiencies, ZOLL combines cutting-edge technology with comprehensive training and support services to empower medical professionals and improve patient care across the continuum of emergency response and critical care.