Customer Service Representative – Cardiac Devices

This is a fully remote position, open to applicants in Texas.

📋 Description

• Deliver inbound and outbound telephonic support to patients utilizing ambulatory cardiac monitoring devices (e.g., Holter, Extended Holter, Cardiac Event Monitor, Mobile Cardiac Telemetry).

• Assist patients in the placement of devices, activation, troubleshooting connectivity issues, and addressing general usage inquiries.

• Aid ship-to-home patients with connection support and the initiation of monitoring in accordance with established outreach protocols.

• Address patient concerns with empathy and professionalism, ensuring their comfort and comprehension.

• Act as a liaison for ordering clinics, physician offices, and healthcare personnel concerning device orders, patient status, and service inquiries.

• Provide timely updates and follow-up communication to clinical partners as necessary.

• Elevate urgent or complex issues to supervisors, clinical teams, or quality leaders following internal escalation protocols.

• Accurately record all patient and customer interactions in CRM and/or patient management systems.

• Ensure compliance with HIPAA, privacy regulations, and internal quality standards.

• Identify and report any potential patient safety issues or adverse events in accordance with company policy.

• Assist in coordinating device logistics, replacements, and shipment tracking when required.

• Foster cross-functional communication with clinical operations, sales, and technical teams to resolve patient issues effectively.

• Contribute to ongoing improvement efforts by identifying recurring patient challenges or service patterns.

⛳️ Requirements

• High school diploma or equivalent is mandatory; an associate or bachelor’s degree is preferred.

• At least 1 year of customer service experience in a healthcare, medical device, or patient-support setting is preferred.

• Comfortable interacting with patients over the phone, including those who may be anxious or frustrated.

• Excellent verbal and written communication skills.

• Proficient in computer systems, EMR/CRM platforms, and Microsoft Office or Google Workspace applications.

• Ability to work independently in a fully remote environment while achieving performance expectations.

• Experience in ambulatory cardiac monitoring, cardiology services, or IDTF operations is preferred.

• Familiarity with cardiac monitoring devices, such as Holter monitors, event monitors, or telemetry systems, is preferred.

• Prior experience supporting remote patient populations or troubleshooting medical devices is preferred.

• Knowledge of basic cardiac rhythm terminology (AFib, PVCs, SVT) is an advantage.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Comprehensive health, dental, and vision insurance plans.

• Flexible work hours and remote work opportunities.

• Opportunities for professional development and growth.

• Supportive and collaborative work environment.