Patient Engagement Specialist

• Full time (benefits offered)


• Start Date: TBD


• 
  Training: 3 weeks Monday-Friday
  • 11am-7:30pm EST, 10am-6:30pm CST, 9am-5:30pm MST, 8am-4:30pm PST
  
  


• 
  Shift after training: Monday-Friday
  • 11:30am-8pm EST, 10:30am-7pm CST, 9:30am-6pm MST, 8:30am-5pm PST
  
  

Philips BioTel Heart is a division of
BioTelemetry, a Philips Company, the leading remote medical technology company
focused on the delivery of health information to improve quality of life and
reduce cost of care. A pioneer in remote
patient monitoring, we revolutionized healthcare with the first Mobile Cardiac
Outpatient Telemetry (MCOTTM) device, the most accurate and studied arrhythmia
monitoring detection system in the market. We provide a single source of cardiac monitoring services as well as
remote monitoring data management for cardiac devices and service as an
extension of device clinics with our Geneva Health Solutions platform. We are passionate about connecting people
with solutions that save lives, and our growth reflects our focus, commitment
and passion for the important work we do each day. As one of the fastest growing connected
health companies in the market, we are looking for people to join our team who
share our passion and focus.

Overall Job Summary

• Patient Engagement Specialists work directly with our cardiology practice customers and our Remote Care Coordinators to improve patient remote monitoring adherence and compliance. This includes calling patients to ensure they know when they need to transmit their data from their home, so they do not miss transmitting data on the prescribed date. In addition, Patient Engagement Specialists, help newly implanted device patients get setup and educated on remote monitoring.

Essential Duties/Responsibilities

• Provide proactive patient engagement by contacting and following up with patients to remind them to transmit their device data for review and to assist them with the technical aspects of transmitting the data using their transmission equipment




• Manage IVR schedule for MDT inductive devices




• Engage missed and disconnected patients




• Troubleshoot monitors and connectivity




• Three way calling with device manufacturer




• Order new equipment




• Direct patients to cardiac practice with health issues



• 
  

  Following up on all new implants utilizing Box, Geneva, Boston Scientific spreadsheets, and Carelink new patient

  
  
  
  

  • Follow up includes call to patient introducing Geneva

  
  

  • Helping set up transmitter and sending first download

  
  

  • Ordering transmitters and accessories if needed

  
  
  
  



• Communicate with Hub Lead

Other Duties/Responsibilities

• Enroll new implants into the manufacturer portal




• Set Medtronic inductive schedules




• Update manufacturer portals with patient and device information




• Facilitate transfers with permission from RCC




• Send out Welcome packet

Education and Experience Requirements

• Education: High school diploma



• 
  

  Relevant Work Experience:

  
  
  
  

  • 1 year of customer service experience

  
  

  • Experience communicating to patients in a healthcare setting preferred

  
  

  • Cardiology/device clinic experience preferred

  
  
  
  

Required Knowledge, Skills, and Abilities

• Knowledge/Abilities -Technical Skills: Computer proficiency, Microsoft Office, Quick Base, navigate internet, work in cloud-based environment, ability to transfer phone calls from mobile device, proficiency in Apple mobile products, able to prepare mailing (USPS, FedEx, UPS)



• 
  

  Communication Skills (Verbal/Written):

  
  
  
  

  • Excellent organizational, interpersonal, and communication skills

  
  

  • Flexibility

  
  

  • Understand how to communicate in a healthcare setting with patients

  
  

  • Relationship Management

  
  

  • Time Management

  
  

  • Training

  
  
  
  


• 
  

  Customer Service:

  
  
  
  

  • WECARE - Biotelemetry based customer centric program

  
  

  • Strong commitment to outstanding customer service

  
  
  
  


• 
  

  Other:

  
  
  
  

  • Team player who promotes a team friendly environment

  
  

  • Strong attention to detail, time management and decision-making skills

  
  

  • Ability to thrive in a high-volume, fast paced and dynamic call center environment

  
  

  • Ability to exercise sound judgement when dealing with ambiguous and challenging situations

  
  

  • Capable of working independently and able to prioritize work activities and use time efficiently

  
  
  
  

EEO/AAP - Biotelemetry provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state or federal law.

NOTE: This job description is not intended to cover or contain a complete listing of all duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

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