About This Role
iRhythm is a leading digital healthcare company focused on the way cardiac arrhythmias are clinically diagnosed by combining our wearable bio sensing technology with powerful cloud-based data analytics and Artificial Intelligence capabilities. Our goal is to be the leading provider of ambulatory ECG monitoring for patients at risk for arrhythmias. iRhythm’s continuous ambulatory monitoring has already put over 2 million patients and their doctors on a shorter path to what they both need – answers.
Responsibilities
- Act as the primary contact for the Sales team for onboarding new accounts, including:
- Obtain complete account documents, account set up and inventory management
- Maintain account records post onboarding to ensure records are correct for the account
- Operate as a key resource in the region’s success – by monitoring key performance trends at an account and regional level. Work to develop action plans with the Territory Manager(TM) and Regional Director(RSD) to improve accounts performance.
- Build strong relationships with assigned regional team (RSD and TM), motivate assigned account teams to achieve Best in Class service and identify process improvements to maximize
- Act as a central Customer Care contact with the goal of being a subject matter expert on individual accounts for Customer Care and iRhythm internal partners (Finance, Billing, Clinical) in order to triage incoming issues and act as the primary issue owner who is responsible to follow issues through to resolution.
- Troubleshoot customer/patient issues relating to products, services, account and patient enrollment
- Work to 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 relating to iRhythm products and services; assist regional team members in striving for one-call resolution
- Identify processes in need of improvement and recommend enhancements or changes to those processes
- Use appropriate judgement in the upward communication regarding department
- 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/ales support environment.
- Knowledge of iRhythm and internal Customer Service a plus
- The successful applicant will be a hands- on individual who embraces teamwork and is willing to actively participate in daily customer interactions and workload
- Highly organized and detail oriented
- Data driven with strong experience in Excel and SFDC reporting
- Hands on knowledge and experience with on-demand (SaaS) systems, including com or other CRM software
- Skilled at offering both verbal and written communication
- Strong ability to multi-task in fast paced environment
- Strong background and passion for customer care
- Problem Solving / Analysis
- 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 healthcare field or account onboarding
What's In It For You
This is a regular full-time position with competitive compensation package, excellent benefits including medical, dental, and vision insurances (all of which start on your first day), health savings account employer contributions (when enrolled in 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. Additionally, we offer:
- 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!
iRhythm also provides additional benefits including 401(k) (with company match), an Employee Stock Purchase Plan, pet insurance discount, unlimited amount of Linked In Learning classes and so much more!
FLSA Status: Non-Exempt
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