iRhythm Technologies Ltd

Customer Service & Operations Representative

Information:

This job is now closed

Job summary

*No agency support required*

We are recruiting an experienced and motivated Customer Service & Operations Support Representative to join our in our UK Operations Team. Our work environment is varied and fast paced, with a collaborative atmosphere. Most of all, we are passionate about delivering innovations that improve the quality of health care and the patient experience. We are looking for like-minded individuals to join our team today!

We reserve the right to close the vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Applicants must be able to evidence they have the Right to Work in the UK.

Main duties of the job

Customer service enquiries

Inter-departmental communication

Data entry across multiple systems

Accuracy, attention to detail and strong communication skills

Understanding and adhering to Quality System requirements

Proactive project work to improve service offering

Patch device shipping, receiving processing and data uploading

About us

iRhythm is a leading digital healthcare company focused on the way cardiac arrhythmias are clinically diagnosed by combining our wearable biosensing technology with powerful cloud-based data analytics and machine- learning capabilities.

Our goal is to be the leading provider of first-line ambulatory ECG monitoring for patients at risk for arrhythmias. iRhythms continuous ambulatory monitoring has already put over 4 million patients and their doctors on a shorter path to what they both need answers.

Details

Date posted

15 August 2023

Pay scheme

Other

Salary

Depending on experience Competitive Salary & excellent benefits

Contract

Permanent

Working pattern

Full-time

Reference number

E0389-23-0007

Job locations

Seal House

56 London House

Bagshot

Surrey

GU19 5HL


Job description

Job responsibilities

We are recruiting an experienced and motivated Customer Care & Operations Representative to join our in our UK Operations Team. Our work environment is varied and fast paced, with a collaborative atmosphere. Most of all, we are passionate about delivering innovations that improve the quality of health care and the patient experience. We are looking for like-minded individuals to join our team today!

Responsibilities:

Customer service enquiries

Inter-departmental communication

Data entry across multiple systems

Accuracy, attention to detail and strong communication skills

Understanding and adhering to Quality System requirements

Proactive project work to improve service offering

Patch device shipping, receiving processing and data uploading

CUSTOMER CARE ACTIVITIES (Primary Responsibilities):

Provide superior customer service by troubleshooting customer/patient inquiries issues relating to product, services, and patient enrolment; strive for one-call resolution

Respond to inquiries, complete order fulfilment, and provide information to external and internal customers and clients

Support field sales team with account touchpoints and follow ups

Maintain a positive attitude and working relationship with all customers, patients and iRhythm associates

Adhere to corporate policy and compliance standards in handling patient data

Utilize Salesforce tool to track patient and account interactions

SHIPPING ACTIVITIES (Adhoc Responsibilities):

Examines outgoing shipments to ensure shipments meet specifications.

Communicates discrepancies between physical product and paperwork as needed.

Verifies the accuracy of the data and initiates corrections when needed.

Coordinates special shipping as defined by Customer Service via QAD.

Affixes shipping labels, identifying information, onto packed cartons or containers, as required

Modify method of shipment, utilizing knowledge of shipping procedures, routes, and rates, to ensure on time deliver, when appropriate

Verifies accuracy of shipping notices, bill of lading, invoices, orders, and other records.

Prepares bills of lading and maintains documentation of goods shipped.

INTAKE PATCH ACTIVITIES (Adhoc Responsibilities):

Receiving and processing of the patch device (de-kitting and verification of patient information in ZioReports.com)

Patch data upload via Z-trans system

Patch diary data entry into the Z-trans system

Upload patch data to Zeus QA tool

Device and Patient Symptom Diary Storage

Communicating with Management any potential system or device issues or risk

Work pattern is Monday - Friday: 2 days (8am 5pm) and 3 days (9am - 5pm), there is flexibility on which days.

Job description

Job responsibilities

We are recruiting an experienced and motivated Customer Care & Operations Representative to join our in our UK Operations Team. Our work environment is varied and fast paced, with a collaborative atmosphere. Most of all, we are passionate about delivering innovations that improve the quality of health care and the patient experience. We are looking for like-minded individuals to join our team today!

Responsibilities:

Customer service enquiries

Inter-departmental communication

Data entry across multiple systems

Accuracy, attention to detail and strong communication skills

Understanding and adhering to Quality System requirements

Proactive project work to improve service offering

Patch device shipping, receiving processing and data uploading

CUSTOMER CARE ACTIVITIES (Primary Responsibilities):

Provide superior customer service by troubleshooting customer/patient inquiries issues relating to product, services, and patient enrolment; strive for one-call resolution

Respond to inquiries, complete order fulfilment, and provide information to external and internal customers and clients

Support field sales team with account touchpoints and follow ups

Maintain a positive attitude and working relationship with all customers, patients and iRhythm associates

Adhere to corporate policy and compliance standards in handling patient data

Utilize Salesforce tool to track patient and account interactions

SHIPPING ACTIVITIES (Adhoc Responsibilities):

Examines outgoing shipments to ensure shipments meet specifications.

Communicates discrepancies between physical product and paperwork as needed.

Verifies the accuracy of the data and initiates corrections when needed.

Coordinates special shipping as defined by Customer Service via QAD.

Affixes shipping labels, identifying information, onto packed cartons or containers, as required

Modify method of shipment, utilizing knowledge of shipping procedures, routes, and rates, to ensure on time deliver, when appropriate

Verifies accuracy of shipping notices, bill of lading, invoices, orders, and other records.

Prepares bills of lading and maintains documentation of goods shipped.

INTAKE PATCH ACTIVITIES (Adhoc Responsibilities):

Receiving and processing of the patch device (de-kitting and verification of patient information in ZioReports.com)

Patch data upload via Z-trans system

Patch diary data entry into the Z-trans system

Upload patch data to Zeus QA tool

Device and Patient Symptom Diary Storage

Communicating with Management any potential system or device issues or risk

Work pattern is Monday - Friday: 2 days (8am 5pm) and 3 days (9am - 5pm), there is flexibility on which days.

Person Specification

Qualifications

Desirable

  • Secondary School and College qualifications.

Knowledge and Skills

Essential

  • Strong IT/data entry skills
  • Strong verbal and written communication skills
  • Demonstrable ability to use available resources to problem solve and collaborate with work partners to address process improvement opportunities
  • Demonstrable ability to hold self-accountable for addressing patient and customer needs, and in delivering quality results
  • Ability to work in a team environment, supporting the objectives and goals of the organization.
  • Good time management skills
  • Flexibility in work assignments; able to rapidly adjust priorities when business needs change
  • Physical requirements include reaching, bending, and sitting, negligible lifting
  • Technical Skills needed:
  • MS Outlook, Word, Excel, Teams
  • SharePoint/OneDrive
  • Telephone Systems
  • Good data entry skills

Desirable

  • Experience in Salesforce

Experience

Desirable

  • Experience of customer service and/or operations administration in a healthcare setting
Person Specification

Qualifications

Desirable

  • Secondary School and College qualifications.

Knowledge and Skills

Essential

  • Strong IT/data entry skills
  • Strong verbal and written communication skills
  • Demonstrable ability to use available resources to problem solve and collaborate with work partners to address process improvement opportunities
  • Demonstrable ability to hold self-accountable for addressing patient and customer needs, and in delivering quality results
  • Ability to work in a team environment, supporting the objectives and goals of the organization.
  • Good time management skills
  • Flexibility in work assignments; able to rapidly adjust priorities when business needs change
  • Physical requirements include reaching, bending, and sitting, negligible lifting
  • Technical Skills needed:
  • MS Outlook, Word, Excel, Teams
  • SharePoint/OneDrive
  • Telephone Systems
  • Good data entry skills

Desirable

  • Experience in Salesforce

Experience

Desirable

  • Experience of customer service and/or operations administration in a healthcare setting

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

iRhythm Technologies Ltd

Address

Seal House

56 London House

Bagshot

Surrey

GU19 5HL


Employer's website

https://www.irhythmtech.com/company/company-uk (Opens in a new tab)

Employer details

Employer name

iRhythm Technologies Ltd

Address

Seal House

56 London House

Bagshot

Surrey

GU19 5HL


Employer's website

https://www.irhythmtech.com/company/company-uk (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Details

Date posted

15 August 2023

Pay scheme

Other

Salary

Depending on experience Competitive Salary & excellent benefits

Contract

Permanent

Working pattern

Full-time

Reference number

E0389-23-0007

Job locations

Seal House

56 London House

Bagshot

Surrey

GU19 5HL


Privacy notice

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