Customer Care Advocate

Role Description

The role of the Customer Care Advocate is to provide an outstanding call experience to patients and providers, to educate and provide support through the device wear process. Function as a liaison between the patient and the business to ensure that the patients requests are completed. The Customer Care Advocate is responsible for managing all requests with sensitivity and urgency ensuring that all compliance and regulatory expectations are met.

• Provide superior customer care by troubleshooting customer/patient issues relating to product, services, and patient enrollment.
• Respond to inquiries, complete various daily tasks, and provide verbal and written information to external and internal customers and accounts.
• Maintain a positive attitude and working relationship with all customers, patients and iRhythm associates.
• CRM Compliance to process and documentation.
• Ticket/Email Management in a timely fashion.
• Inbound and outbound call work as assigned.
• Ability to manage through meetings and training in a Zoom environment on camera.

Qualifications

• Minimum of 2+ years of customer service experience in a high-volume environment (35 – 50 Activities Per Day).
• Experience in patient focused environment is preferred.
• Preferred experience in healthcare/medical device companies non-insurance based.
• Proficient with Microsoft Office – especially Outlook; Word, Excel and PowerPoint preferred.
• Experience with Customer Relationship Management software; Salesforce.com preferred.
• Demonstrated ability to understand and meet individual level metrics assigned.
• Must be flexible, able to adapt quickly and positively to change, able to manage a fast-paced growth company environment.
• Strong evidence of great customer service via phone, e-mail, fax, or web modalities.
• Demonstrated commitment to helping people and resolve issues including those that require independent thinking and sound judgment skills not covered specifically in manuals or procedures.
• Strong commitment to quality.
• Demonstrated patience and professionalism in stressful situations.
• Experience in a multitasking role preferred.
• Candidates must possess strong verbal and written English communication skills.
• Strong skillset in keyboarding, typing (40 WPM) as well as understanding website/program navigation.

Requirements

• High Speed internet over 50 MBPS for upload capacity and 150 MBPS for download capabilities.
• It is required that a plug in directly to the home internet router is available for network stability.
• Secure environment for all related activities.
• Desk space for laptop and two monitors to be set up.

Benefits

• 24/7 support for our patients.
• Potential for overtime and holiday assignments based on business needs.

Company Description

iRhythm is a leading digital healthcare company that creates trusted solutions that detect, predict, and prevent disease. Combining wearable biosensors and cloud-based data analytics with powerful proprietary algorithms, iRhythm distills data from millions of heartbeats into clinically actionable information.