Patient Service Representative Coordinator - Hybrid (Pittsburgh) or Remote (West Coast)

CMSGeneral Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including: Remote Customer Service: Providing customer service and support via phone, online chat, or text including: •Call center-based customer support in response to a high volume of low complexity inquiries •Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility including: •Acting as liaison between customers, production and distribution departments related to specific customer orders •Providing technical and non-technical customer support in a walk-in service center Incumbents matching to this specialization are not compensated based on achievement of sales targets.

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.

ZOLL Cardiac Management Solutions offers a unique portfolio of novel technologies designed to deliver better insights and better outcomes. On any given day, clinicians utilize these ZOLL products for tens of thousands of cardiac patients around the world:

• LifeVest, the world first wearable defibrillator, has been trusted to protect more than 1M patients at risk of sudden cardiac death.

• HFMS (Heart Failure Management system) is a non-invasive, patch-based device that monitors pulmonary fluid levels and has been shown to reduce heart failure readmissions rates by 38 percent.

• TherOx Super Saturated Oxygen (SSO2) Therapy is the first FDA-approved therapy since the stent 20+ years ago to reduce infarct size in patients with the most severe heart attacks.

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.

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 Summary

The Patient Services Representative Coordinator will be responsible for maintaining positive internal and external customer relationships while providing superior customer service. This position supports the sales force and Support Services Teams in coordinating PSR recruiting, including contract additions and terminations, throughout the country. The incumbent will be responsible for leading and/or managing multiple projects simultaneously and will be required to re-prioritize workload as needed. From a contract status and training standpoint, this role acts as a liaison between ZOLL and the Patient Service Representative.

Essential Functions

• Build sustainable relationships with internal and external customers through open and interactive communication regarding all PSR related recruiting and training activities

• Initiate, organize, lead and facilitate internal and country-wide PSR related projects and meetings, including creating the agendas and preparing discussion materials

• Drive quality improvement through tracking, monitoring results and implementing quality improvement initiatives

• Develop and deliver all PSR training materials, memos and communications to insure comprehensive training sessions are conducted

• Manage knowledge base in SharePoint for Customer Support and PSRC Teams

• Provide train-the-trainer support to new PSR trainers and provide ongoing support and education to existing PSRs

• Create and maintain functional guidelines and training material, related to patient installation and PSRC recruiting

• Assure quality and timely patient fittings and follow up visits by analyzing metric data and following all pro-active PSR recruiting processes and guidelines

• Develop and lead process improvement initiatives and maintain reference library of all PSR process documents

• Schedule PSR train