Patient Services Specialist

Itamar

At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

ZOLL Itamar is an innovative medical device technology company that focuses on the development and manufacturing of Home Sleep Apnea Tests to aid in the diagnosis of respiratory sleep disorders. Our core product is the WatchPAT®️ family, a revolutionary FDA-cleared portable home sleep apnea test device, that is based on proprietary signal and analysis. 80% of patients who have sleep apnea are undiagnosed. We are committed to reach those undiagnosed patients and provide testing to promote wellness and enhance overall quality of life. WatchPAT®️ is commercially available within major markets including the U.S., Japan, and Europe, and is the leading home sleep apnea test in the US. ZOLL Itamar's corporate headquarters, research and development and manufacturing are located in Israel with U.S. headquarters based in Atlanta, GA.

Job Type

San Jose, CA - Remote

Hours

Monday - Friday, 1:30pm - 10:00pm (PST)

Job 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.

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.

Travel Requirements

• This position does not include travel

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Talking - Occasionally
• Hearing - Occasionally
• Repetitive Motions - Frequently

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients's lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.

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The hourly pay rate for this position is:

$25.00 to $25.00

Factors which may affect this rate include shift, geography, skills, education, experience, and other qualifications of the successful candidate. Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com.

Applications will be accepted on an ongoing basis until this position is filled. For fully remote positions, compensation will comply with all applicable federal, state, and local wage laws, including minimum wage requirements, based on the employee’s primary work location.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disability, or status as a protected veteran.

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.