Clinician Support Agent - 3rd Shift

About This Role

iRhythm is currently hiring a Clinician Support Agent to join our dynamic team based in San Francisco, CA. This is a hybrid position supporting our evening shift on a 4x10 schedule. Working hours are 10:00 PM to 8:30 AM PDT, four days per week. Location: 699 8th Street Suite 600 San Francisco, CA. We thrive in a fast-paced and collaborative work environment, driven by our passion for delivering innovations that enhance healthcare quality and improve patient experience.

Responsibilities

• Act as the primary communicator via Phone, Outlook, ZioReports, and Salesforce between our Cardiac Technicians and external cardiac accounts, including hospitals, clinicians, and actual patient populations.
• Effectively communicate ECG abnormalities by adhering to physician notification protocols and notifying physicians/clinical personnel as required.
• Perform account follow-ups for additional clinical information, such as pacemaker settings and cardiac clinician contact information.
• Utilize clinical case management ticket systems to respond, act, and update case status.
• Verify process notification MDN criteria and ensure completeness of reports.
• Foster communication with internal work partners (e.g., cardiac technicians) and external customers (e.g., hospitals and clinicians).
• Meet or exceed the defined performance metrics for the role, encompassing both productivity and the quality of managed cases.
• Adhere to HIPAA (Health Insurance Portability and Accountability) Guidelines and Good Clinical Practices.
• Maintain compliance with job-specific proficiency requirements.
• Undertake other duties as assigned.

Qualifications

• High school diploma or equivalent required.
• Minimum of 1 year of customer service experience; preferably in a fast-paced call center environment.
• At least two days a week of in-office attendance at our San Francisco, CA IDTF. This is subject to change based on business needs.
• Able to work alternating weekends and shifts.
• Experience in a healthcare or medical environment preferred.
• Knowledge of medical terminology preferred.
• Experience with EKG interpretation or a strong interest in developing this skill.
• Technical proficiency with Microsoft Office, especially Outlook, Microsoft Teams, and Microsoft Word.
• Salesforce experience is a plus.
• Strong verbal and written communication skills.
• Flexibility and adaptability to thrive in a fast-paced, growth-oriented environment.
• Customer-focused mindset with the ability to maintain professionalism in challenging situations via phone, email, and online interactions.
• Positive attitude and strong team-player mentality.
• Successful completion of new hire training requirements.
• Demonstrated interest and desire to learn rhythm analysis and interpretation.

Ways to Stand Out

• Excellent attention to detail
• Positive attitude and team player
• Ability to use critical thinking skills
• Solution-minded with independent thinking and sound judgment skills
• Engaged and motivated, with a magnificent work ethic and a desire to provide high-quality outcomes (reports) to our clients and patients

Benefits

• Medical, dental, and vision insurance (all start on your first day)
• Health savings account employer contributions (when enrolled in a high deductible medical plan)
• Cafeteria plan pre-taxed benefits (FSA, dependent care FSA, commute reimbursement accounts)
• Travel reimbursement for medical care
• Non-contributory basic life insurance & short/long term disability
• Emotional health support for you and your loved ones
• Legal/financial/identity theft/pet and child referral assistance
• Paid parental leave, paid holidays, travel assistance for personal trips, and PTO
• 401(k) with company match
• Employee Stock Purchase Plan
• Pet insurance discount
• Unlimited LinkedIn Learning classes

Pay

Estimated Pay Range: $27.73 - $34.66

This response is AI-generated, for reference only.