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MONITOR SUPPORT REPRESENTATIVE

Company: Preventice Solutions
Location: Houston
Posted on: June 14, 2018

Job Description:

Position Summary
Monitor Support is responsible for addressing monitor related questions and issues reported by patients, practices and field sales, with the intent of resolving the call to ensure the satisfaction of Preventice Services' patients and practices. Position Responsibilities

  • Answer all incoming Monitor Support calls promptly and manage them effectively and efficiently.
  • Address questions and educate patients, practices, and sales staff regarding the proper use of Preventice monitors
  • Maintains technical diagnostic knowledge of all device monitors and supporting tools
  • Participates in the utilization, creation and maintenance of a Support knowledgebase
  • Assist patient's requests for additional supplies by placing orders on their behalf
  • Document all calls or correspondences.
  • Handle Emails/VM s as assigned
  • Demonstrate empathy and decrease customer tension
  • Promote the value of Preventice remote monitoring to reduce cancellations
  • Must communicate in a professional, empathetic and diplomatic manner with good voice quality, dictation, and articulation.
  • Reports system malfunctions or performance issues to appropriate Preventice Support personnel
  • Works to achieve the day-to-day Customer Service Team's quality and productivity goals
  • Exhibit a high sense of urgency
  • Identify, document and escalate potential patient or practice complaints per standard operating procedures
  • Other duties as assigned
    Position Qualifications
    • High School diploma or equivalent
    • One to two years of experience in a call center or customer service position preferred
    • Knowledge of medical terminology preferred
    • Excellent multitasking and organization skills
    • Excellent verbal and written communication skills
    • Computer skills are required including proficiency in Windows-based applications and MS Office.
    • Cellular device support experience or other technical support experience
    • Knowledge of multi-line telephone system
    • Excellent Customer Service skills when interacting with all internal and external clients
    • Bilingual is a plus
    • High attention to detail
    • Control confidential information
    • Ability to work in a fast paced environment
      Working Environment / Physical Requirements
      • Walking, standing, bending will be occasionally required
      • Employee will work under typical office conditions
      • All employees must pass drug test, and must have valid proof of eligibility to work in the USA
      • Possess the flexibility to adapt in a constantly changing environment and evolving procedures
      • We are a Critical Care Service that is open 24 hours a day, 7 days a week including Holidays.

        Keywords: Preventice Solutions, Houston, MONITOR SUPPORT REPRESENTATIVE, Other, Houston, Texas

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