Patient Service Representative Coordinator

Location: Pittsburgh, PA

Cardiac Management Solutions

General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including: Remote Customer Service: Providing customer service and support via phone, online chat, or text including: •Call center-based customer support in response to a high volume of low complexity inquiries •Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility including: •Acting as liaison between customers, production and distribution departments related to specific customer orders •Providing technical and non-technical customer support in a walk-in service center Incumbents matching to this specialization are not compensated based on achievement of sales targets.

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.

Job purpose

The Patient Services Representative Coordinator will be responsible for maintaining positive internal and external customer relationships while providing superior customer service.  This position supports the sales force and Support Services Teams in coordinating PSR recruiting, including contract additions and terminations, throughout the country. The incumbent will be responsible for leading and/or managing multiple projects simultaneously and will be required to re-prioritize workload as needed. From a contract status and training standpoint, this role acts as a liaison between ZOLL and the Patient Service Representative.

               

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.

  • Build sustainable relationships with internal and external customers through open and interactive communication regarding all PSR related recruiting and training activities
  • Initiate, organize, lead and facilitate internal and country-wide PSR related projects and meetings, including creating the agendas and preparing discussion materials
  • Drive quality improvement through tracking, monitoring results and implementing quality improvement initiatives
  • Develop and deliver all PSR training materials, memos and communications to insure comprehensive training sessions are conducted
  • Manage knowledge base in SharePoint for Customer Support and PSRC Teams
  • Provide train-the-trainer support to new PSR trainers and provide ongoing support and education to existing PSRs
  • Create and maintain functional guidelines and training material, related to patient installation and PSRC recruiting
  • Assure quality and timely patient fittings and follow up visits by analyzing metric data and following all pro-active PSR recruiting processes and guidelines
  • Develop and lead process improvement initiatives and maintain reference library of all PSR process documents
  • Schedule PSR training classes, which includes handling logistics such as travel arrangements and equipment delivery
  • Serve as a resource for various departments within the organization (i.e. Marketing, Clinical, Support Services, Finance, Engineering, Legal, etc.) regarding PSR related training, processes, communications, credentialing, etc.
  • Limited travel required to assist and/or review PSR training sessions, fits and follow ups
  • Perform all functions associated with country-wide recruiting, vetting and training efforts for all new PSRs
  • Perform other duties as assigned by Management

Qualifications

Qualifications include:

  • Bachelor’s or Associate’s Degree in Business, Nursing or a related field preferred or equivalent work experience
  • 2-3 Years customer service experience
  • SharePoint knowledge base management experience preferred
  • Experience in developing, implementing and delivering training curriculum
  • Superior communication and customer service skills
  • Proficient in Microsoft Office Suite
  • Project management experience preferred
  • Excellent time-management and organizational skills

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