Supervisor of Clinical Services

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.

Job purpose

Supervise the Cardiac Diagnostics monitoring center team providing IDTF and customer support services to ZOLL Cardiac Diagnostics customers and internal team members.

Duties and responsibilities

  • Primary resource for cardiac technicians and customer support representatives for questions related to providing IDTF services and customer support
  • Interface with customers and Account Managers for questions and complaints
  • Observe monitoring center team performance for compliance with policies and procedures
  • Create, distribute and maintain monitoring center team schedule
  • Maintain LVN user accounts
  • Assist with development and adherence to operations budget
  • Track monitoring center metrics that impact staffing and service levels
  • Monitor cardiac technician quality scores and assist with remediation as necessary
  • Participate in the recruiting, interviewing and hiring process for new monitoring center personnel
  • Assist with monitoring center compliance with Medicare and Joint Commission accreditation requirements to ensure continual compliance and readiness
  • Coach monitoring center personnel as necessary to improve performance, professionalism and customer service skills
  • Interface with ZOLL Holding, Manufacturing and Services teams as necessary for monitoring center operations
  • Other duties assigned by management

Qualifications

  • Bachelors degree in related field preferred
  • 2+ years operations experience
  • 3+ years of ECG interpretation experience
  • A minimum of 1 year of supervisory or lead experience
  • Working knowledge of Microsoft Office suite (particularly Excel)
  • Strong oral and written communication skills
  • Refined ability to delegate responsibilities and provide leadership and training to key personnel
  • Possession of key competencies, including conflict management, business negotiation, organization and decision-making
  • Strong critical thinking and creative problem solving skills
  • Current certification that meets Medicare IDTF requirements (CCT, CRAT, EMT/Paramedic/RN with ACLS)

Working conditions

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.

Physical requirements

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. The employee must occasionally lift and/or move up to 25 pounds.

Supervisory responsibility

Yes

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

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