Customer Service Representative – Cardiac Devices

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

📋 Description

• Deliver both inbound and outbound telephone support to patients utilizing ambulatory cardiac monitoring devices.

• Assist patients with device placement, activation, troubleshooting connectivity issues, and addressing general usage inquiries.

• Help patients who receive devices by mail with setup and monitoring initiation.

• Address patient concerns with empathy and professionalism.

• Act as a liaison for clinics, physician offices, and healthcare personnel.

• Provide updates and ongoing communication to clinical partners.

• Escalate urgent or complex issues following internal protocols.

• Document interactions with patients and customers in CRM and/or patient management systems.

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

• Detect and report potential patient safety issues or adverse events.

• Coordinate the logistics of device shipments, replacements, and tracking.

• Facilitate communication between clinical operations, sales, and technical teams.

• Recognize recurring patient challenges or service trends to drive continuous improvement.

⛳️ Requirements

• A high school diploma or equivalent is mandatory.

• An associate or bachelor’s degree is preferred.

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

• Comfort in communicating 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 tools.

• Ability to work independently in a completely remote setting while fulfilling performance expectations.

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

• Familiarity with Holter monitors, event monitors, or telemetry systems is preferred.

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

• Understanding of basic cardiac rhythm terminology such as AFib, PVCs, and SVT is advantageous.

• Availability during designated business hours is required.

• Participation in rotating coverage schedules may be necessary based on operational requirements.

🏝️ Benefits

• Fully remote work arrangement.

• Assigned business-hour availability.

• Rotating coverage schedules may be offered based on operational needs.