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Manager, Document Entry & Routing

Location: Pittsburgh, PA

Cardiac Management Solutions

We are looking for a leader who has led data entry or customer service teams.  The Cardiac Management Solutions (CMS) 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.

Each patient we protect is accompanied by a series of documents that need to be received, processed, loaded, and routed to the right teams within CMS.  This leader will know how to set expectations, hold team members accountable for productivity, and drive high team performance and morale. 

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:

Manages a team responsible for document retrieval, logging and routing. Requires effective management, collaboration with all internal business partners to optimize technology and to maximize joint best practices. Must hold team members accountable to exhibit strong data entry and document routing productivity and quality. Report tracking, efficiency improvement, creativity and data analysis are critical relative to uncovering new and promising opportunities to meet or exceed unit metrics and objectives. Must track all key barometers to assure that customer and patient satisfaction levels are not maintained.

Essential Duties and Responsibilities:

  • Manage a staff of document control representatives
  • Assure that team(s) meet all service metrics (i.e. productivity, timeliness, and quality)
  • Hold team members accountable for performance
  • Measure, track and report individual and team metrics against standards
  • Effectively manage document control queue levels
  • Design and implement improved processes or operational policies
  • Recommend technology enhancements
  • Collaborate with peers to refine and implement changes
  • Accurately retrieve and route documents received via all methods (i.e. faxes; emails; E-orders)
  • Analysis data to develop and implement new, creative ideas to increase productivity and streamline activity
  • Performs other duties as assigned by Management.

Supervisory Responsibilities:

Directly supervises employees in the Document Control Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


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 related field required
  • A  minimum of 7 years’ experience in customer service or a related field
  • Ability to manage teams with multiple, complex functions through competing priorities

Language Skills                                                               

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. 

Mathematical Skills                                                       

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. 

Reasoning Ability                                                           

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

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 regularly required to sit and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move 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.

Equal Opportunity Employer-Disability and Veteran