Cardiac Monitoring Technician-Pittsburgh, PA

Location: Pittsburgh, PA, United States of America

Cardiac Management Solutions

At ZOLL, we're passionate about improving patient outcomes and helping save lives.

We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

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.

This is a hybrid position. Candidates must reside within a 50 mile radius of Pittsburgh, PA.

Job Summary

Responsible for processing patient electrocardiogram recordings and processing inbound/outbound telephone calls from patients, physicians, clinicians, and field personnel.

Essential Functions

  • Analyze and interpret patient electrocardiogram recordings and prepare reports using review and analysis software.
  • Provides patient education and technical support via phone including analysis and resolution of product or system problems, instructional support and equipment shipping.
  • Troubleshoots issues effectively and in compliance with all associated training and work instruction.
  • Participate in Continuing Education testing to ensure quality standards are met. Must maintain acceptable test scores.
  • Identifies specific issues with regard to patient questions/concerns/complaints and utilizes advanced troubleshooting skills to resolve issues.
  • Documents all customer complaints, alleged product deficiencies, returned goods orders, change requests/change orders, sales orders, call reports and any other required documentation in applicable systems.
  • Identifies and executes the most cost effective approach to deploy in resolution of patient concerns.
  • Provides exceptional customer service to our patients, medical professionals and field personnel.
  • Facilitates returns and equipment shipments to ensure patients receive needed equipment and all equipment is returned and tracked appropriately.
  • Appropriately identifies alleged deficiencies related to the identity, labeling, packaging, quality, durability, reliability, safety, effectiveness or performance of the LifeVest in accordance with company policy and applicable regulations.
  • Processes End of Use requests in accordance with all End of Use procedures.
  • Appropriately identifies escalated issues requiring external communication and ensures that they are documented, tracked and escalated in accordance with work instruction.
  • Assists in the development and maintenance of training procedures, complaint procedures, and shipping/returning procedures.
  • May be on-call to provide support outside of normal business hours.
  • Periodic overnight travel to the Pittsburgh office will be required for remote employees.

Required/Preferred Education and Experience

  • High School Diploma or equivalent required and
  • Associate's Degree in related field preferred or
  • Bachelor's Degree in related field preferred and
  • Graduate of Cardiovascular or similar technical training school program preferred, not required.
  • Previous ECG analysis experience required and
  • Minimum one year of experience in a technical support environment or equivalent.
    required and
  • Medical Experience a plus. preferred and
  • Technical aptitude or experience troubleshooting complex systems. required
  • Certified Cardiographic Technician (CCT) Preferred or
  • Certified Rhythm Analysis Technician (CRAT)Required within six months of employment Preferred

Knowledge, Skills and Abilities

  • Strong communication skills, both oral and written, including the ability to translate and communicate technical and analytical issues to all types of end users.
  • Strong customer service skills.
  • Excellent computer skills, including Microsoft Office experience.
  • Empathy for direct patient contact.
  • Listening, speaking, reading and writing fluency in Spanish a plus.

Physical Demands

  • 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.

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.

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.