Details
Representative, Device Monitoring (Part-time) - (130000F9)
About Us At
St. Jude Medical every one of us plays a role in our collective ability
to save and improve lives. As an organization, we want to continue to
grow and lead our industry in changing the way the world views the
treatment of expensive, epidemic diseases. By seeing things from a
different perspective, using our imagination, leading with character,
and working with passion, we all have a role to play in making what we
do possible. Are you ready to join us? We are an Equal
Opportunity/Affirmative Action Employer.
Description
We are seeking an experienced, high caliber, Device
Monitoring Representative to troubleshoot and resolve website problems
and transmissions of patient data. This role works in a call center work
environment, exercising basic customer service skills in responding to
remote patient monitoring inquiries from physicians, health care
professionals, field staff, and patients.
This is a part-time position:
M-F 8-5 for training first four weeks with a set schedule of 24-28 hours per week after training.
Impact this role will have within the organization:
· Responds accurately, promptly, and effectively to remote
patient monitoring inquiries (technical and informational questions)
from physicians, health care professionals, field staff, and patients
and provides the basic clinical and technical interface between
patients, the remote care medical community, and various Cardiac Rhythm
Management Division (CRMD) departments.
· Proactively questions callers to identify and collect
information to answer relatively complex inquiries regarding technical
issues and/or complaints, as well as adverse events.
· Triages calls and may forward them to other CRMD personnel for further assistance when appropriate.
· Performs assignments of moderate complexity. Applies
existing work methods to different known situations. Problems involve
website navigation and troubleshooting, patient transmitter set-up, and
product information for remote care products; usually refers more
complex problems to supervisor or more senior level personnel.
· Remains abreast of remote care advancements within SJM and industry.
· Routinely uses the most effective, cost efficient and best practices to execute processes.
Required Qualifications:
· High school diploma or other specialized training/equivalent related experience.
· Typically a minimum of four or more years of progressively
more responsible experience in a customer service, product support, IT,
telecommunications or related role.
· Complete knowledge and understanding of all aspects of the
job; requires a thorough knowledge of the practices and procedures of
the function, company products, policies and programs.
· Demonstrated organizational skills, attentiveness to detail
and the ability to work under close and direct supervision on defined
work assignments is required.
· Incumbents are required to establish/maintain good working
relationships and be able to work cooperatively and productively with
others.
· Must be adept at handling multiple assignments in a timely
manner.. Must also have demonstrated verbal and written communication,
interpersonal, facilitation, presentation, organizational, and basic
math skills. The comprehensive ability to read, write, and communicate
effectively in English is also required; this requirement includes
clear, understandable speech, demonstrated comprehension skills, and
demonstrated competence in English spelling, grammar and punctuation.
The ability to successfully pass a reading comprehension pre-employment
examination is mandatory.
· The demonstrated ability to understand and comply with
applicable U.S. Food & Drug Administration (FDA) regulations and
Company operating procedures, processes, policies and rules is
essential.
· Must be able to use discretion and handle sensitive/confidential information.
· Demonstrated proficiency in operating a personal computer;
the ability to pass a 10 key assessment examination. Must be proficient
in using various PC-based software packages including spreadsheet, word
processing, database management, and specialized applications.
· Must be able to maintain regular and predictable
attendance; the ability to work overtime is also required. This position
requires 24/hr., 7 day per week on-call availability as part of a
rotation.
Preferred Qualifications:
· Fluently bilingual or multilingual in other languages.
· A healthcare, IT or telecommunications background is helpful.
· Experience in a technical support role to the medical device industry.
· Knowledge of cardiac anatomy/physiology and cardiac
pacing/defibrillation systems from a clinical and technological
perspective.
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