Job Description

Employment Type: Full-time

About iRhythm

At iRhythm, you’ll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what’s possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career.

Position Overview

This role focuses on supporting the Sales team by managing new account onboarding, inventory, and record-keeping. The position also involves monitoring regional performance, developing action plans, building relationships with regional teams, and acting as a subject matter expert for customer care issues.

Responsibilities

• Act as the primary contact for the Sales team for onboarding new accounts, including setup, inventory management, and accurate record keeping.
• Monitor performance trends at an account and regional level, working with the Territory Manager (TM) and Regional Director (RSD) to develop action plans for improvement.
• Build strong relationships with the assigned regional team (RSD and TM) and motivate assigned account teams to achieve Best in Class service.
• Identify process improvements to maximize efficiencies.
• Act as a central Customer Care contact and subject matter expert on individual accounts for Customer Care and internal iRhythm partners (Finance, Billing, Clinical).
• Triage incoming issues and act as the primary issue owner, responsible for following issues through to resolution.
• Troubleshoot customer/patient issues relating to products, services, account, and patient enrollment.
• Develop work processes and procedures for the Customer Care FSR team.
• Maintain a positive attitude and working relationship with all customers, patients, and iRhythm associates.
• Provide superior customer service by identifying and initiating resolutions to customer concerns and issues relating to iRhythm products and services.
• Assist regional team members in striving for one-call resolution.
• Identify processes in need of improvement and recommend enhancements or changes.
• Use appropriate judgment in upward communication regarding the department.
• Adhere to corporate policy and HIPAA standards in handling patient data.

Qualifications/Requirements

• Minimum of 3 years of experience in a high-volume customer care or sales operational/sales support environment.
• Knowledge of iRhythm and internal Customer Service is a plus.
• The successful applicant will be a hands-on individual who embraces teamwork and is willing to actively participate in daily customer interactions and workload.
• Highly organized and detail-oriented.
• Data-driven with experience using Excel and SFDC reporting.
• Hands-on knowledge and experience with on-demand (SaaS) systems, including Salesforce.com or other CRM software.
• Skilled at offering both verbal and written communication.
• Strong ability to multi-task in a fast-paced environment.
• Strong background and passion for customer care.
• Problem Solving / Analysis skills.
• Call center experience is a plus.
• Exceptionally collaborative, flexible, and adaptive when working with customers and various teams within iRhythm.
• Bachelor’s degree or relevant experience in the healthcare field or account onboarding.

What’s in it for you:

This is a full-time position with a competitive salary package and excellent benefits.