Join Our Team: Delivering Innovations in Healthcare
iRhythm Technologies is a pioneering company in the healthcare industry, dedicated to improving the quality of healthcare and patient experience through innovative solutions. We're seeking a highly skilled and motivated Customer Care Advocate to join our team in a remote capacity. As a Customer Care Advocate, you will be the frontline representative of our company, providing an outstanding call experience to patients and providers, and ensuring that their requests are completed with sensitivity and urgency.
About This Role
The Customer Care Advocate role is a critical component of our organization, requiring a strong and diverse skillset to drive success. As a Customer Care Advocate, you will be responsible for providing superior customer care, responding to inquiries, and managing all requests in a timely and compliant manner. You will be the liaison between the patient and the business, ensuring that patient requests are completed efficiently and effectively.
Key Responsibilities and Duties
- 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.
- Ensure CRM compliance to process and documentation.
- Manage ticket/email requests in a timely fashion.
- Handle inbound and outbound call work as assigned.
- Participate in meetings and training sessions in a Zoom environment on camera.
- Demonstrate clear verbal and written proactive communication to internal and external requests.
- Drive a patient and client-driven environment.
- Understand and adhere to sensitive information, HIPAA, and privacy requirements, including security of environment for home office.
- Display attention to detail for all activities and documentation tasks.
Essential Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- Minimum of 2+ years of customer service experience in a high-volume environment (60+ Activities Per Day).
- Proficient with Microsoft Office, especially Outlook, Word, Excel, and PowerPoint.
- Experience with Customer Relationship Management software, such as Salesforce.com.
- Demonstrated ability to understand and meet individual level metrics assigned.
- Strong evidence of great customer service via phone, email, fax, or web modalities.
- Demonstrated commitment to helping people and resolving issues, including those that require independent thinking and sound judgment skills.
- Strong commitment to quality.
- Demonstrated patience and professionalism in stressful situations.
- Candidates must possess strong verbal and written English communication skills.
- Strong skillset in keyboarding, typing (40 WPM), and understanding website/program navigation.
Preferred Qualifications
While not essential, the following qualifications are preferred:
- Experience in a fast-paced patient or healthcare provider-focused environment.
- Experience in healthcare/medical device companies, non-insurance based.
- Experience in a multitasking role.
What We Offer
iRhythm Technologies offers a competitive compensation package, excellent benefits, and a range of perks, including:
- Medical, dental, and vision insurances (starting 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.
- Non-contributory basic life insurance & short/long-term disability.
- 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.
- 401(k) (with company match).
- Employee Stock Purchase Plan.
- Pet insurance discount.
- Unlimited LinkedIn Learning classes.
Work Environment and Company Culture
iRhythm Technologies is a remote-friendly company, and we require that all employees have a secure and dedicated home office environment. This includes:
- High-speed internet over 50 MBPS for upload capacity and 150 MBPS for download capabilities.
- A plug-in directly to the home internet router for network stability.
- A secure environment for all related activities.
- Desk space for laptop and two monitors to be set up.
While we are a remote company, there may be times when in-office attendance is requested, based on your location to an office. This may include training, meetings, in-office staff days, internet outages in your area, IT Helpdesk needs, and other development opportunities.
Career Growth Opportunities and Learning Benefits
At iRhythm Technologies, we are committed to the growth and development of our employees. As a Customer Care Advocate, you will have opportunities to:
- Develop your skills and expertise in a fast-paced and dynamic environment.
- Participate in training and development programs to enhance your knowledge and performance.
- Take on new challenges and responsibilities as the company grows and evolves.
Conclusion
If you're a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. As a Customer Care Advocate with iRhythm Technologies, you will be part of a team that is passionate about delivering innovations that improve the quality of healthcare and patient experience. We look forward to hearing from you!
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