Customer Care Advocate

Summary

Join iRhythm as a Customer Care Advocate and provide exceptional call experiences to patients and providers, educating and supporting them throughout the device wear process. You will act as a liaison between patients and the business, ensuring requests are handled with sensitivity and urgency while meeting compliance standards. This fast-paced role requires strong communication, problem-solving, and multitasking skills within a collaborative environment. You will be responsible for troubleshooting issues, responding to inquiries, and maintaining positive relationships with customers and colleagues. The position offers a competitive compensation package and excellent benefits, including medical, dental, vision, and more.

Requirements

• Provide clear verbal and written proactive communication to internal and external requests
• Drive a patient and client-driven environment
• Understand sensitive information, HIPAA, and privacy requirements including security of the environment for the home office
• Display an ability to pay attention to detail for all activities and documentation tasks
• Minimum of 2+ years of customer service experience in a high-volume environment (60+ Activities Per Day)
• Proficient with Microsoft Office - especially Outlook; Word, Excel, and PowerPoint preferred
• Demonstrated ability to understand and meet individual-level metrics assigned
• Must be flexible, able to adapt quickly and positively to change, and able to manage a fast-paced growth company environment
• Convincing evidence of great customer service via phone, e-mail, fax, or web modalities
• Demonstrated commitment to helping people and resolving issues requiring independent thinking and sound judgment skills not covered specifically in manuals or procedures
• Strong commitment to quality
• Demonstrated patience and professionalism in stressful situations
• Candidates must possess strong verbal and written English communication skills. Strong skillset in keyboarding, typing (40 WPM) as well as understanding website/program navigation

Responsibilities

• Provide superior customer care by troubleshooting customer/patient issues relating to products, services, and patient enrollment
• Respond to inquiries, complete various daily tasks, and provide verbal and written information to external and internal customers and accounts
• Maintain a positive attitude and working relationship with all customers, patients, and iRhythm associates
• CRM Compliance to process and documentation
• Ticket/Email Management in a timely fashion
• Inbound and outbound call work as assigned
• Ability to manage through meetings and training in a Zoom environment on camera

Preferred Qualifications

• Experience in a fast-paced patient or healthcare provider-focused environment is preferred
• Preferred experience in healthcare/medical device companies non-insurance based
• Experience with Customer Relationship Management software; Salesforce.com preferred
• Experience in a multitasking role preferred

Benefits

• 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 medical care
• Noncontributory basic life insurance & short/ long term disability
• Emotional health support for you and your loved ones
• Legal / financial / identity theft/ pet and child referral assistance
• Paid parental leave
• Paid holidays
• Travel assistance for personal trips and PTO!
• 401(k) (with company match)
• An Employee Stock Purchase Plan
• Pet insurance discount
• Unlimited amount of Linked In Learning classes