LifeVest Service Representative

Location: Place Holder, Remote

Cardiac Management Solutions

ZOLL Medical Poland is looking for a qualified candidate to support further growth of the LifeVest division in setting up the necessary business processes and administrative structures for successful business growth of the LifeVest in Poland.

  • Order Management: Prescription intake, registration of data into ERP system, transfer of information to corresponding Sales Representative to coordinate patient fitting
  • Management of patient documents: Scanning, copying, filing
  • Payment Management: Invoicing, billing, collecting, overdue notices
  • Inventory Management: Allocate medical device components, stocktaking
  • Correspondence with logistics partner: (Ex: processing and coordination of returns) (In case our logistics partner informs that device/equipment expiration dates are approaching, exchanges must be coordinated to return nearly expired equipment for refurbishment.)
  • Patient Management: Patient compliance (Ex: Call the patient in case patient is not wearing the device appropriately), shift coordination for 24/7 technical support and telephone hotline management (Manage call forwarding according to the 24/7 technical support shifts in the online portal)
  • Tender Management
  • Quality Management
  • Regular reporting, analyses and forecasting (Weekly and monthly reporting of new medical orders, active wearing patients, feedback on invoicing status and payment status)
  • Marketing and Sales Assistance (Ex: customer mailings, back-office)
  • Network Management (Input of patient data and information in online portal (ZOLL Patient Management Network), registration of new accounts and managing login information for prescribing physicians and hospital staff, creation of clinical center codes (CCCs) for individual prescriber numbers, sending ECG reports to physicians upon request)
  • Complaint handling
  • Generic support to the Sales team (organizational support for patient fittings, information processing)
  • Register and process quotes

Technical Support

  • Provides basic technical support via phone, email, and other methods of contact to resolve product or system problems
  • Troubleshoots issues effectively in compliance with all associated training and work instruction
  • Identifies specific issues with regards to patient inquiries, utilizing basic troubleshooting skills to resolve issues
  • Documents all customer complaints and appropriately identifies alleged deficiencies related to the identity, labeling, packaging, quality, durability, reliability, safety, effectiveness, or performance of CMS products in accordance with company policy and applicable regulations
  • Provides back-up on all patient and physician issues in a 24-hour environment
  • Provides exceptional customer service to patients, medical professionals, Field Sales personnel, and cross-functional colleagues
  • Appropriately identifies Emergency Response situations and triggers escalations in accordance with company policy and work instructions to ensure quick and efficient protection of patients
  • Works closely with Field Personnel to arrange patients visits to resolve issues and ensure patient safety
  • Processes End of Use requests when requested and applicable in accordance with all End of Use procedures
  • Performs other duties and tasks as assigned

Requirements:
 

  • Native Polish speaker and fluency in English
  • Good working knowledge of MS Office, especially Excel and confident with ERP systems
  • At least 3 years of past professional experience
  • Past experience as Sales Assistant or in Healthcare
  • Experience with healthcare sector and tender management is advantageous
  • Assertive, respectful, team oriented with well-developed interpersonal skills both internally with co-workers and externally with customers and business partners
  • Goal-oriented thinking with a strong hands-on mentality and persistent approach
  • Empathy for direct patient contact
  • Strong communication skills, both oral and written, including the ability to translate and communicate technical and analytical issues to all types of end users                    
  • Technical aptitude or experience troubleshooting complex systems
  • Strong customer service experience and skills