CMSJob purpose
Works within the customer support team. This position supports the sales force and coordinated fittings of the LifeVest product throughout the country.
Duties and responsibilities
• Provide internal support for Field Sales with delivery of the LifeVest
• Responsible for meeting all agreed upon service metrics (i.e. productivity, exceptions, timelines, quality, and field inventory levels, call quality, phone availability etc)
• Coordinate patient appointments with PSR contractors including fittings, follow-up visits and in-services. Responsible for ensuring time to fit metric is met
• Manage the selection of PSR contractors based on availability, activity levels, etc.
• Manage field inventory levels. Disperses equipment as needed, determining shipping methods based on cost versus need
• Acts as the single point of coordination for inventory and PSR management.
• Negotiates with PSR contractors regarding fees for services ensuring the company is paying appropriate expenses
• Act as a liaison between internal and external customers
• Provide quality and timely customer support for product installations and post installation inquiries.
• Assist in obtaining appropriate documentation and patient records pertaining to prescription of and installation of LifeVest
• Assist Reimbursement/Intake in obtaining necessary insurance information
• May assist and participate in the development and implementation of policies and procedures
• Solicits and acts on Field Sales feedback
• Support company and department change initiatives
• Manage customer (internal/external) relationships effectively
• Demonstrate ability to multi-task in a fast paced work environment
• Support on-boarding effort for new hires
• All other duties assigned by Customer Support Management Team
Qualifications
• Associate degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience
• Knowledge of Microsoft Office Suite
• Strong customer service experience
Working conditions
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet.
Physical requirements
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.
Supervisory responsibility
None
AAP/EEO Statement
ZOLL is committed to fostering an inclusive workplace, where unique identities, backgrounds, cultures, perspectives and experiences are respected and valued.
Equal Opportunity Employer – Disability and Veteran
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 Cardiac Management Solutions offers a unique portfolio of novel technologies designed to deliver better insights and better outcomes. On any given day, clinicians utilize these ZOLL products for tens of thousands of cardiac patients around the world:
- LifeVest, the world's first wearable defibrillator, has been trusted to protect more than 1M patients at risk of sudden cardiac death.
- HFMS (Heart Failure Management system) is a non-invasive, patch-based device that monitors pulmonary fluid levels and has been shown to reduce heart failure readmissions rates by 38 percent.
- TherOx Super Saturated Oxygen (SSO2) Therapy is the first FDA-approved therapy since the stent 20+ years ago to reduce infarct size in patients with the most severe heart attacks.
Heart disease is the leading cause of death for both men and women in the U.S. At ZOLL, your work will help to ensure cardiac patients get the life-saving therapy they need.
ZOLL has been Pittsburgh's Manufacturer of the Year, one of Western PA's Healthiest Employers, and even one of Pittsburgh's Coolest Offices. But it's our unique opportunity to impact people's lives that makes ZOLL the ideal place to build your career.
Job Summary
Works within the customer support team. This position supports the sales force and coordinated fittings of the LifeVest product throughout the country.
Essential Functions
- Provide internal support for Field Sales with delivery of the LifeVest
- Responsible for meeting all agreed upon service metrics (i.e. productivity, exceptions, timelines, quality, and field inventory levels, call quality, phone availability etc.)
- Coordinate patient appointments with PSR contractors including fittings, follow-up visits and in-services. Responsible for ensuring time to fit metric is met
- Manage the selection of PSR contractors based on availability, activity levels, etc.
- Manage field inventory levels. Disperses equipment as needed, determining shipping methods based on cost versus need
- Acts as the single point of coordination for inventory and PSR management.
- Negotiates with PSR contractors regarding fees for services
- Act as a liaison between internal and external customers
- Provide quality and timely customer support for product installations and post installation inquiries.
- Assist in obtaining appropriate documentation and patient records pertaining to prescription of and installation of LifeVest
- Assist Reimbursement/Intake in obtaining necessary insurance information
- May assist and participate in the development and implementation of policies and procedures
- Solicits and acts on Field Sales feedback
- Support company and department change initiatives
- Manage customer (internal/external) relationships effectively
- Demonstrate ability to multi-task in a fast-paced work environment
- Support on-boarding effort for new hires
Required/Preferred Education and Experience
- Associate's Degree required
- 2+ years customer service experience preferred
Knowledge, Skills and Abilities
- Knowledge of Microsoft Office Suite
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' 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.
#LI-KH1
The hourly pay rate for this position is:
$20.00 to $23.00
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.