Job description

Position Summary

Customer Success Representative (CSR) is responsible for supporting TZ Medical's cardiac monitoring clients and patients in their daily operation of our monitoring solutions to increase customer satisfaction, account retention, and quality improvement. CSR is also responsible for supporting TZ Medical's Outside Sales team in their efforts to acquire new accounts nationally.

Position Responsibilities

● Answer all incoming Customer Service calls promptly and manage them effectively and efficiently

● Address questions and educate patients, clinician staff, and sales team members

● Provide specified device and/or workflow technical support

● Manage New Account Tracker and generate Net Profit Reports to send to the Sales team

● Process evaluation and sample requests from the Outside Sales team

● Provide appropriate credentialing documentation to the Outside Sales team upon request

● Be a liaison between Admin and Outside Sales team to ensure proper work processes are followed

● Notate patient accounts for activities and disconnect

● Process patient requests for additional supplies by placing orders on their behalf

● Coordinate monthly supply replenishments for current ClearBeat customers

● Document all calls or correspondences.

● Handle Emails/VM s as assigned

● Demonstrate empathy and decrease customer tension

● Promote the value of ClearBeat remote monitoring to reduce cancellations

● Must communicate in a professional, empathetic and diplomatic manner with good voice quality, dictation, and articulation.

● Work to achieve the day-to-day Customer Service Team's quality and productivity goals

● Exhibit a high sense of urgency

● Identify, document, and escalate potential patient or practice complaints per standard operating procedures

● Communicate regularly with the Director of Cardiac Monitoring Service and provide support when necessary

● Establish, develop, and maintain business relationships with current customers and prospective customers to generate new business for ClearBeat.

● Other duties as assigned

Position Qualifications

● High School diploma or equivalent

● One to two years of experience in a call center or customer service position preferred

● Knowledge of medical terminology preferred

● Excellent multitasking, problem-solving, and organization skills

● Excellent verbal and written communication skills

● Computer skills are required, including proficiency in Windows-based applications and MS Office.

● Knowledge of multi-line telephone system

● Excellent Customer Service skills when interacting with all internal and external clients

● Bilingual is a plus

● High attention to detail

● Ability to work in a fast-paced environment

Working Environment / Physical Requirements

● Sitting for extended periods of time will be required

● Walking, standing, and bending will be occasionally required

● Employee will work under typical office conditions

● Possess the flexibility to adapt to a constantly changing environment and evolving procedures

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Tualatin, OR 97062: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person

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