Customer Service Representative – Cardiac Devices
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Job Description
Customer Service Representative providing support for cardiac monitoring devices via phone and email. Ensuring positive patient and provider experiences throughout the monitoring process.
Responsibilities:
- Provide inbound and outbound phone support to patients using ambulatory cardiac monitoring devices (e.g., Holter, Extended Holter, Cardiac Event Monitor, Mobile Cardiac Telemetry).
- Guide patients through device placement, activation, connectivity troubleshooting, and general usage questions.
- Support ship-to-home patients with hookup assistance and monitoring initiation according to established outreach protocols.
- Respond to patient concerns with empathy and professionalism, ensuring patient comfort and understanding.
- Serve as a point of contact for ordering clinics, physician offices, and healthcare staff regarding device orders, patient status, and service-related questions.
- Provide timely updates and follow-up communication to clinical partners as needed.
- Escalate urgent or complex concerns to supervisors, clinical teams, or quality leadership per internal escalation procedures.
- Accurately document all patient and customer interactions in CRM and/or patient management systems.
- Maintain compliance with HIPAA, privacy standards, and internal quality requirements.
- Identify and report any potential patient safety concerns or adverse events according to company policy.
- Assist with coordination of device logistics, replacements, and shipment tracking when necessary.
- Support cross-functional communication with clinical operations, sales, and technical teams to ensure resolution of patient issues.
- Contribute to continuous improvement by identifying recurring patient challenges or service trends.
Requirements:
- High school diploma or equivalent required; associate or bachelor’s degree preferred.
- 1+ years of customer service experience in a healthcare, medical device, or patient-support environment preferred.
- Comfort working with patients over the phone, including individuals who may be anxious or frustrated.
- Strong verbal and written communication skills.
- Proficiency with computer systems, EMR/CRM platforms, and Microsoft Office or Google Workspace tools.
- Ability to work independently in a fully remote environment while meeting performance expectations.
- Experience in ambulatory cardiac monitoring, cardiology services, or IDTF operations preferred.
- Familiarity with cardiac monitoring devices such as Holter monitors, event monitors, or telemetry systems.
- Prior experience supporting remote patient populations or medical device troubleshooting preferred.
- Knowledge of basic cardiac rhythm terminology (AFib, PVCs, SVT) is a plus.
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