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Patient Service Rep Coordinator

Location: Pittsburgh, PA

Cardiac Management Solutions

The Cardiac Management Solutions division of ZOLL Medical Corporation develops products to protect and manage cardiac patients, including the LifeVest® wearable cardioverter defibrillator (WCD), the ZOLL cardiac monitor, and associated technologies.

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. To date, the LifeVest WCD has been worn by hundreds of thousands of patients and saved thousands of lives.

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.

Position Summary:

The Patient Services Representative Coordinator will be responsible for maintaining positive internal and external customer relationships while providing superior customer service.  The incumbent will be responsible for leading and/or managing multiple projects simultaneously and will be required to re-prioritize workload.  This role will act as a liaison between ZOLL and the Patient Service Representatives (PSR).             

Essential Duties and Responsibilities:

The Patient Services Representative Coordinator is an integral member of the Customer Support team and has primary responsibility for the coordination and training for all Patient Service Representatives.

  • Provide superior customer support to internal and external customers in an effort to maintain positive relationships.  Customers may include PSRs, Field Sales, Account Coordinators, etc.
  • Initiate, organize, lead and facilitate PSR related projects and meetings, including creating the agendas and preparing discussion materials
  • Drive quality improvement through tracking and monitoring results
  • Identify, develop and implement processes and procedures to improve collaboration with internal and external teams including PSRs, Support Services, Marketing and Field Sales
  • Create and maintain all PSR training materials, memos and communications to insure comprehensive training sessions are conducted
  • Work with Customer Support and Fields Services staff to identify and train qualified Patient Services Representatives
  • Provided train-the-trainer support to new trainers and provide ongoing support and education to existing trainers
  • Schedule PSR training classes which will include handling all logistics such as making travel arrangements, equipment delivery arrangements, etc.
  • Work with various internal and external teams to build consensus, team atmosphere and productive work dynamic
  • Limited travel required to assist and/or review PSR training sessions
  • Administer annual contract and DME training renewal process for all active PSRs
  • Perform other duties as assigned by Management

Supervisory Responsibilities: None

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills and abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Educations and/or Experience:

  • Bachelor’s Degree in Business, Nursing or a related field preferred or equivalent work experience
  • 1-2 Years customer service experience
  • Superior communication and customer service skills
  • Proficient in Microsoft Office Suite
  • Project management experience
  • Excellent time-management and organizational skills

Language Skills:                                                                                                                                                                

Ability to read and comprehend instructions, correspondence, and memos.  Ability to write correct, clear and concise written correspondence and training materials.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills:                          

Ability to analyze data using intermediate mathematical functions.

Reasoning Ability:                                                                                                                                                                

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to review and streamline processes and workflows.  Ability to deal with problems and make appropriate judgment calls to insure the correct outcome.

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. 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 frequently required to sit, walk, talk and hear.  Employee may occasionally be required to lift and carry up to 25 pounds.

Work Environment:

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.

 

ZOLL is an Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.

 

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