Customer Care Representative

Job Description

Career-defining. Life-changing. At iRhythm, you’ll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what’s possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career About This Role The Customer Care Advocate is responsible for being a part of a high-volume inbound Contact Center in which the Advocate verifies and investigates patient insurance, estimates benefit coverage and out of pocket costs, and discusses patient responsibilities and/or patient payment options. The typical daily responsibilities consist of the following: answering inbound calls and providing benefits investigations via phone and online web portals, collecting information from customers, outbound patient phone calls, and documenting all activities in iRhythm’s customer support system. The ideal candidate will have experience with working in a Contact Center, health insurance, benefits investigations, reimbursement, and providing financial counseling to patients. Key Responsibilities Answer inbound calls in our Contact Center Provide an estimate of the potential patient responsibility based upon the benefits coverage Make outbound phone calls to patients or accounts Document in Salesforce all details surrounding patient’s healthcare benefit coverage and recommend appropriate payment options, if needed Assist in all patients' inquiry regarding the product or route to the right department if needed Log complaint tickets accurately for review Update records with complete patient and insurance information Resolve customer concerns related to products, services, enrollment, and account inquiries. Assist and cross train in other departments as business needs dictate during critical times 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 Minimum 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 Preferred Qualifications 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 Location: Iloilo As a part of our core values, we ensure an inclusive workforce. We welcome and celebrate people of all backgrounds, experiences, skills, and perspectives. iRhythm Technologies, Inc. is an 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, including those who may have any difficulty using our online system. If you need such an accommodation, you may contact us at taops@irhythmtech.com About IRhythm Technologies iRhythm is a leading digital healthcare company that creates trusted solutions that detect, predict, and prevent disease. Combining wearable biosensors and cloud-based data analytics with powerful proprietary algorithms, iRhythm distills data from millions of heartbeats into clinically actionable information. Through a relentless focus on patient care, iRhythm’s vision is to deliver better data, better insights, and better health for all. Make iRhythm your path forward. Zio, the heart monitor that changed the game. There have been instances where individuals not associated with iRhythm have impersonated iRhythm employees pretending to be involved in the iRhythm recruiting process, or created postings for positions that do not exist. Please note that all open positions will always be shown here on the iRhythm Careers page, and all communications regarding the application, interview and hiring process will come from a @irhythmtech.com email address. Please check any communications to be sure they come directly from @irhythmtech.com email address. If you believe you have been the victim of an imposter or want to confirm that the person you are communicating with is legitimate, please contact taops@irhythmtech.com. Written offers of employment will be extended in a formal offer letter from an @irhythmtech.com email address ONLY . For more information, see https://www.ftc.gov/business-guidance/blog/2023/01/taking-ploy-out-employment-scams and https://www.ic3.gov/Media/Y2020/PSA200121