Patient Administration Operations Manager

Location: Remote, PA, United States of America

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.

 Job purpose                                                                                                                            

As a valued member of our North American Sales team, this individual will be responsible for the operations function for ZOLL CMS Managers of Patient Administration (MPA) and Coordinators of Patient Administration (COPA) across the United States. This position requires strong goal orientation and demonstrated successful completion of goals and metrics.

 Duties and responsibilities                                                                                                    

Primary responsibilities include providing operational support related to field sales resources including assisting with exception and revenue management.

  • Dotted line reporting for all COPA Leads and Trainers to ensure that Leads and Trainers are consistent in their messaging and direction with the COPAs.
    • This responsibility would require a minimum of 2 field rides each month with Leads/trainers.
    • Lead monthly calls with the Lead/trainer team to field concerns from the field and relay new information.
  • Collaborate with Area Directors and internal MOR team to ensure proper coverage for vacant sales territories as well as identifying supplemental coverage needs in occupied territories.
  • Provide direct support for special team members to ensure proper resource development and education to the COPA team.
  • Monitor and provide direction for MPA team metrics, identifying gaps and providing recommendations to leadership.
    • Including backfill requests, performance concerns, and escalation reviews
    • Reimbursement requirements for payers, processes, and organizational changes
  • Attend calls and meetings with leadership and internal teams when DPA is unavailable to give updates and relay concerns
  • Measure, track, report performance against standards for all CoPA’s and MPA’s
  • Partner with sales training to identify gaps in training specific to COPA or MPA role
  • Work as liaison between Patient Administration, Support Services, Reimbursement teams to maintain bi-directional information exchange and ensure alignment of priorities and activities.
    • Identify workflow challenges and improvement opportunities within the exception management process
    • Create and maintain regular communication with Reimbursement leadership to ensure alignment of Patient Administration team activities and priorities
  • Maintain up to date metrics tracking performance on objectives
  • Deliver monthly and quarterly business review to Sales Leadership providing overview of business, challenges, plan for improvement
  • Proactively plan and work autonomously in close collaboration and communication with teammates and COPAs, demonstrate flexibility and high sense of urgency, be highly organized, multi-task, problem solve.
  • Work directly with sales operations department to provide clear and concise requirements for projects, reporting, systems, and needs
  • Additional duties as assigned by management


  • Bachelor’s degree
  • Five or more years of experience in medical industry
  • History of achieving goals and metrics with high accuracy and consistency
  • Proficient working knowledge of MS Office (including Excel, Word, Outlook) and Power BI is preferred.

 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.

This position is generally performed in a typical office environment that is usually quiet. Employee is expected to work collaboratively with team members, as well as able to work independently with limited supervision. Work will require significant computer and telephone work. May occasionally be required to work atypical hours (evenings and/or weekend hours) to meet critical business needs.

 Physical requirements                                                                                                           

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.

While performing the duties of this Job, the employee is regularly required to sit, talk and hear. The employee is occasionally required to stand and walk.

Territory travel required on a regular basis with the occasional overnight stay.

 Supervisory responsibility                                                                                                     


 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