Field Support Representative (7:30am - 4:00pm CST)

Boldly innovating to create trusted solutions that detect, predict, and prevent disease.

Discover your power to innovate while making a difference in patients' lives. iRhythm is advancing cardiac care…Join Us Now! 

At iRhythm, we are dedicated, self-motivated, and driven to do the right thing for our patients, clinicians, and coworkers. Our leadership is focused and committed to iRhythm’s employees and the mission of the company. We are better together, embrace change and help one another.  We are Thinking Bigger and Moving Faster.

About This Role

iRhythm is a leading digital healthcare company focused on the way cardiac arrhythmias are clinically diagnosed by combining our wearable bio sensing technology with powerful cloud-based data analytics and Artificial Intelligence capabilities. Our goal is to be the leading provider of ambulatory ECG monitoring for patients at risk for arrhythmias. iRhythm’s continuous ambulatory monitoring has already put over 2 million patients and their doctors on a shorter path to what they both need – answers.

Responsibilities

• Act as the primary contact for the Sales team for onboarding new accounts, including:
  • Obtain complete account documents, account set up and inventory management
  • Maintain account records post onboarding to ensure records are correct for the account
• Operate as a key resource in the region’s success – by monitoring key performance trends at an account and regional level. Work to develop action plans with the Territory Manager(TM) and Regional Director(RSD) to improve accounts performance.
• Build strong relationships with assigned regional team (RSD and TM), motivate assigned account teams to achieve Best in Class service and identify process improvements to maximize
• Act as a central Customer Care contact with the goal of being a subject matter expert on individual accounts for Customer Care and iRhythm internal partners (Finance, Billing, Clinical) in order to triage incoming issues and act as the primary issue owner who is responsible to follow issues through to resolution.
• Troubleshoot customer/patient issues relating to products, services, account and patient enrollment
• Work to develop work processes and procedures for the Customer Care FSR team
• Maintain a positive attitude and working relationship with all customers, patients and iRhythm
• Provide superior customer service by identifying and initiating resolutions to customer concerns and issues relating to iRhythm products and services; assist regional team members in striving for one-call resolution
• Identify processes in need of improvement and recommend enhancements or changes to those processes
• Use appropriate judgement in the upward communication regarding department
• Adhere to corporate policy and HIPAA standards in handling patient data

Qualifications/Requirements

• Minimum of 3 years of experience in a high volume customer care or sales operational/ales support environment.
• Knowledge of iRhythm and internal Customer Service a plus
• The successful applicant will be a hands- on individual who embraces teamwork and is willing to actively participate in daily customer interactions and workload
• Highly organized and detail oriented
• Data driven with strong experience in Excel and SFDC reporting
• Hands on knowledge and experience with on-demand (SaaS) systems, including com or other CRM software
• Skilled at offering both verbal and written communication
• Strong ability to multi-task in fast paced environment
• Strong background and passion for customer care
• Problem Solving / Analysis
• Call center experience a plus
• Exceptionally collaborative, flexible and adaptive when working with customers and various teams within iRhythm
• Bachelor’s degree or relevant experience in healthcare field or account onboarding

What's In It For You

This is a regular full-time position with competitive compensation package, excellent benefits including medical, dental, and vision insurances (all of which start on your first day), health savings account employer contributions (when enrolled in high deductible medical plan), cafeteria plan pre-taxed benefits (FSA, dependent care FSA, commute reimbursement accounts), travel reimbursement for