Customer Care Advocate

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🔥 7 hours ago

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iRhythm Technologies, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2006

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

iRhythm Technologies, Inc. is a medical technology company that specializes in digital healthcare solutions for the management of cardiac arrhythmias. The company is best known for its ZioSuite, a comprehensive platform designed to deliver a streamlined solution for assessing heart health through advanced analytics and patient-centered data collection. iRhythm focuses on improving patient outcomes and optimizing the efficiency of healthcare providers through innovative technology in the cardiac monitoring space.

📋 Description

• Serve as the primary point of contact for customer inquiries across voice, chat, SMS, email, and other digital channels • Resolve customer issues with empathy, professionalism, sound judgment, and a focus on first-contact resolution • Navigate complex or ambiguous customer situations while balancing customer experience, compliance requirements, and business objectives • Own customer issues from initial contact through resolution, ensuring timely follow-up and clear communication • Escalate situations when appropriate and partner with internal teams to achieve positive customer outcomes • Manage multiple customer conversations and competing priorities while maintaining quality and accuracy • Adapt communication style across customers and communication channels • Guide customers toward self-service tools and digital resources • Maintain accurate documentation across multiple systems and platforms • Leverage AI-enabled tools, knowledge management systems, and workflow technologies to improve productivity and customer outcomes • Validate AI-generated recommendations and information using sound judgment and established processes • Identify opportunities to improve technology, automation, and digital workflows • Use customer data, operational metrics, and feedback to improve performance and customer outcomes • Identify recurring customer issues, emerging trends, and operational risks, escalating appropriately • Maintain accurate case documentation and ensure compliance with company policies and regulatory requirements • Learn new tools, technologies, and processes in a rapidly evolving environment • Share ideas that improve knowledge resources, workflows, and team effectiveness • Participate in pilots, testing, and continuous improvement initiatives

🎯 Requirements

• High school diploma or equivalent required • Ability to use AI-enabled tools effectively to improve business productivity and customer outcomes • Ability to work across voice, chat, email, SMS, and other digital customer engagement platforms • Comfort working in a fast-paced environment with changing priorities, new technologies, and evolving processes • 2+ years of customer service, customer support, customer success, healthcare support, or related work experience • Experience working across multiple technology platforms and systems simultaneously • Strong written and verbal communication skills • Demonstrated critical thinking, sound judgment, and independent problem-solving skills • Ability to manage multiple priorities while maintaining accuracy and attention to detail • Strong customer focus with commitment to ownership and service excellence • Preferred: Associate's or Bachelor's degree • Preferred: Experience with chat, email, SMS, or other digital customer engagement platforms • Preferred: Experience using CRM, case management, or customer support platforms • Preferred: Experience in healthcare or another highly regulated industry • Preferred: Experience with AI-enabled tools, automation technologies, or digital workflow solutions • Preferred: Experience using performance metrics and data to improve performance • Preferred: Experience participating in process improvement or operational excellence initiatives

🏖️ Benefits

• Opportunity to grow skills and career • Inclusive workforce and equal opportunity employment • Reasonable accommodations for qualified individuals with disabilities • Remote work opportunity