About This Role

As a Customer Care Advocate you will provide an outstanding call experience to patients and providers, to educate and provide support through the device wear process. You will function as a liaison between the patient and the business to ensure that the patient’s 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. Our work environment is fast paced, with a collaborative atmosphere. Most of all, we are enthusiastic about delivering innovations that improve the quality of health care and the patient’s experience. As a Customer Care Advocate you will report to the Supervisor, Customer Care.

Responsibilities and Duties: 

• Provide superior customer care by troubleshooting customer/patient issues relating to products, 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.

General Experience:

• Provide clear verbal and written proactive communication to internal and external requests.
• Drive a patient and client-driven environment.
• Understand sensitive information, HIPAA, and privacy requirements including security of the environment for the home office.
• Display an ability to pay attention to detail for all activities and documentation tasks.

Qualifications:

• Experience in a fast-paced patient or healthcare provider-focused environment is preferred.
• Minimum of 2+ years of customer service experience in a high-volume environment (60+ Activities Per Day).
• 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, and able to manage a fast-paced growth company environment.
• Convincing evidence of great customer service via phone, e-mail, fax, or web modalities.
• Demonstrated commitment to helping people and resolving issues requiring 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.

iRhythm Technologies provides 24/7 support for our patients. Please note that you may be required to work Saturday, Sunday, and holidays as a part of your normal scheduled shift. Shifts are subject to change with advanced notice as the business requires. Bi-Annual review of shifts based on activity volume will be completed.

In-Home Office Requirements:  We require that all employees have the following technical capabilities at their home: 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. These at-home technical requirements are subject to change with any scheduled reopening of our office locations.

Additional Home Office Requirements:

• Secure environment for all related activities.
• Desk space for a laptop and two monitors to be set up.

In-Office Potential: At times though out the year, in-office attendance may be requested of you, based on your location to an office. This request may include training, meetings, in-office staff days, internet outages in your area, IT Helpdesk needs as well as other development opportunities that may come up. Advanced notice will be provided for all outside of IT Helpdesk needs as those will need to be managed as they come up so that you can complete your daily tasks.

Examples of Key Metric Expectations:

• Attendance, this is key to the success of the role.
• Quality Scores, all activities are subject to a quality review and quality scores must be at or above minimum acceptable rate.
• Unavailable time, adherence to schedule, and time available for calls and activities. A specific amount of time is set aside for lunch, breaks, and meetings that will not be counted in the metrics.
• HIPAA and Privacy escalations will be tracked and monitored, this is key to our regulatory compliance expectations and need to be managed per requirements.
• Other metrics: Average call wrap time, productivity, average call handle time, and general service level expectations. These are subject to change based on business needs.

OT and Holiday Potential:

• At times, overtime may be made available and will be assigned on a request and approval basis. In the event of an urgent unplanned need, a text will be sent to all agents with a request for anyone who could support them.
• Holiday assignments will be posted for selection based on a bid/lottery criterion so that coverage is available for all shifts.

What’s In It For You

This is a regular full-time position with competitive compensation package, excellent benefits including medical, dental, and vision insurances (all of which start 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, noncontributory basic life insurance & short/ long term disability. Additionally, we offer:

• 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!

iRhythm also provides additional benefits including 401(k) (with company match), an Employee Stock Purchase Plan, pet insurance discount, unlimited amount of Linked In Learning classes and so much more! 

FLSA Status: Non-Exempt

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