Clinical Service Representative

Summary

Join iRhythm Technologies as a Clinical Service Representative and provide expert clinical support to patients, providers, and internal teams. You will address specialized inquiries, ensuring accurate communication and compliance with regulations. This role requires strong clinical expertise and excellent communication skills. Responsibilities include managing calls, maintaining documentation, and participating in training. Remote work is possible with specific technical requirements. The position offers overtime and holiday opportunities.

Requirements

• Minimum of 2+ years of clinical experience in a medical environment, with a focus on cardiology or a related field preferred
• Certification or licensure in a medical field (e.g., Certified Cardiac Technician, Registered Nurse, or equivalent)
• Experience in handling medically sensitive information and knowledge of HIPAA regulations
• Proficient in using Microsoft Office (Outlook, Word, Excel) and Customer Relationship Management software (e.g., Salesforce)
• Ability to manage high call volume with clinical accuracy and efficiency
• Strong verbal and written communication skills, with the ability to explain complex clinical information to non-medical personnel
• Demonstrated commitment to patient care, with excellent problem-solving skills and the ability to work independently
• Proven experience in managing time-sensitive and regulatory-compliant tasks
• Ability to manage a fast-paced, high-growth environment with a focus on continuous learning

Responsibilities

• Provide expert clinical support by addressing specific inquiries related to off-label use, pediatric cases, alternative patch placement, pacemaker/ICD and other medical concerns
• Ensure accurate communication of clinical information and guidance on product usage to patients and healthcare providers
• Respond to inquiries and manage call escalations that require advanced clinical knowledge, ensuring compliance with regulatory and quality standards
• Serve as a clinical liaison between patients, providers, and internal teams, focusing on improving outcomes and ensuring patient satisfaction
• Maintain up-to-date documentation of interactions and cases within CRM and other related systems
• Participate in ongoing training to stay current with clinical guidelines and best practices related to cardiac monitoring and device usage
• Manage inbound and outbound calls, providing personalized clinical support and troubleshooting, while adhering to company protocols
• Ensure HIPAA compliance and manage sensitive patient data with strict confidentiality
• Engage in collaborative training sessions and meetings, primarily conducted in a virtual environment

Preferred Qualifications

Focus on cardiology or a related field

Benefits

• Remote work capabilities, with specific requirements for high-speed internet, secure workspace, and appropriate equipment (e.g., dual monitors)
• Potential for in-office work during select times of the year for training, meetings, or IT-related needs. Advanced notice will be provided for such requests
• Overtime opportunities will be available on a request-and-approval basis
• Holiday shift coverage will follow a bid/lottery process to ensure consistent availability for clinical support during critical times