MONITOR SUPPORT REPRESENTATIVE Preventice Services, LLC - Houston, TX
Position Summary Monitor Support is responsible for addressing monitor
related questions and issues reported by patients, practices and field
sales, with the intent of resolving the call to ensure the satisfaction
of Preventice Services patients and practices. Position Responsibilities
- Answer all incoming Monitor Support calls promptly and manage them
effectively and efficiently. * Address questions and educate patients,
practices, and sales staff regarding the proper use of Preventice
monitors * Maintains technical diagnostic knowledge of all device
monitors and supporting tools * Participates in the utilization,
creation and maintenance of a Support knowledgebase * Assist patients
requests for additional supplies by placing orders on their behalf *
Document all calls or correspondences. * Handle Emails/VM s as assigned
- Demonstrate empathy and decrease customer tension * Promote the value
of Preventice remote monitoring to reduce cancellations * Must
communicate in a professional, empathetic and diplomatic manner with
good voice quality, dictation, and articulation. * Reports system
malfunctions or performance issues to appropriate Preventice Support
personnel * Works to achieve the day-to-day Customer Service Teams
quality and productivity goals * Exhibit a high sense of urgency *
Identify, document and escalate potential patient or practice complaints
per standard operating procedures * Other duties as assigned Position
Qualifications * High School diploma or equivalent * One to two years of
experience in a call center or customer service position preferred *
Knowledge of medical terminology preferred * Excellent multitasking and
organization skills * Excellent verbal and written communication skills
- Computer skills are required including proficiency in Windows-based
applications and MS Office. * Cellular device support experience or
other technical support experience * Knowledge of multi-line telephone
system * Excellent Customer Service skills when interacting with all
internal and external clients * Bilingual is a plus * High attention to
detail * Control confidential information * Ability to work in a fast
paced environment Working Environment / Physical Requirements * Sitting
for extended periods of time will be required * Walking, standing,
bending will be occasionally required * Employee will work under typical
office conditions * All employees must pass drug test, and must have
valid proof of eligibility to work in the USA * Possess the flexibility
to adapt in a constantly changing environment and evolving procedures 19
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