Customer Care Advocate

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August 16

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iRhythm Technologies, Inc.

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Healthcare Insurance • Biotechnology • Medical Technology

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.

1001 - 5000 employees

Founded 2006

⚕️ Healthcare Insurance

🧬 Biotechnology

📋 Description

• Be part of a high-volume inbound Contact Center to verify and investigate patient insurance, estimate benefit coverage and out-of-pocket costs and discuss patient responsibilities and/or patient payment options • Answer inbound calls and provide benefits investigations via phone and online portals • Collect information from customers, outbound patient phone calls, and document all activities in iRhythm’s customer support system • Maintain confidentiality of patient data and medical records in compliance with HIPAA regulations • Maintain consistent work presence and impact during normal business hours, and be available for ad hoc check-ins with managers and/or team leads • Deliver on challenging work objectives, including meeting daily, weekly and/or monthly productivity metrics • Produce high-quality, high-volume work by leveraging self-motivation and initiative in a remote work environment • Provide superior customer care by troubleshooting customer/patient issues relating to product, services, and patient enrollment • Respond to inquiries, complete order fulfillment and provide information to external and internal customers and accounts • Maintain a positive attitude and working relationship with all customers, patients and iRhythm associates

🎯 Requirements

• High school diploma or equivalent • 3+ years of customer service experience, with a focus on assisting patients in a healthcare environment • Experience working in a high-volume Contact Center environment • Proficient with Microsoft Office, virtual communication tools - especially Outlook, Teams; Word, Excel and PowerPoint preferred • Strong verbal and written communication skills • Must be flexible, able to adapt quickly and positively to change, able to handle a fast-paced growth company environment • Strong evidence of great customer service via phone, e-mail, fax or web modalities • Must be patient and customer focused, demonstrating professionalism in stressful situations; Resourcefulness and high levels of emotional intelligence to identify obstacles and collaborate with others to discuss potential solutions • Must demonstrate independent thinking and sound judgement skills not covered specifically in manuals or procedures • Bachelor's Degree or relevant experience • Experience with health insurance, benefits investigations, and reimbursement • Experience providing patient communication, researching, and documenting patient financial information for a healthcare provider • Experience with Customer Relationship Management software, Provider Engagement Portals, and Salesforce experience highly desired

🏖️ Benefits

• Equal Opportunity Employer • We will consider for employment all qualified applicants with arrest and conviction records in accordance with all applicable laws • iRhythm provides reasonable accommodations for qualified individuals with disabilities in job application procedures