Patient Device Support Specialist
at Medix

Date Posted: 11/11/2019

Job Description

Company: Medical Device

Location: Pittsburgh, PA

Position: Technical Support Specialist

Hours: Tues - Sat, 3pm-11:30pm

Pay: $17-17.75 (depending on experience/personality)

Overview of Responsibilities

Provides technical support via phone including analysis and resolution of product or system problems, instructional support and equipment shipping.

Troubleshoots issues effectively and in compliance with all associated training and work instruction.

Identifies specific issues with regard to patient questions/concerns/complaints and utilizes advanced troubleshooting skills to resolve issues.

Documents all customer complaints, alleged product deficiencies, returned goods orders, change requests/change orders, sales orders, call reports and any other required documentation in applicable systems.

Dispatches PSRs to patient sites as required to resolve patient issues and ensure patient safety.

Identifies and executes the most cost effective approach to deploy in resolution of patient concerns.

Provides back-up on all patient and physician issues in substitution for other departments in a 24 hour environment

Provides exceptional customer service to our patients, medical professionals and field personnel.

Facilitates returns and equipment shipments to ensure patients receive needed equipment and all equipment is returned and tracked appropriately.

Appropriately identifies alleged deficiencies related to the identity, labeling, packaging, quality, durability, reliability, safety, effectiveness or performance of the product in accordance with company policy and applicable regulations.

Processes End of Use requests when requested and applicable in accordance with all End of Use procedures.

Appropriately identifies Emergency Response situations and triggers escalations in accordance with company policy and work instructions to ensure we protect patients quickly and effectively.

Appropriately identifies escalated issues requiring external communication and ensures that they are documented, tracked and escalated in accordance with work instructions.

Works closely with Customer Support and Field Personnel to arrange patient visits with company representatives as needed to resolve issues.

Assists in the development and maintenance of training procedures, complaint procedures, and shipping/returning procedures.

May be on-call to provide support outside of normal business hours.

Performs other duties and tasks as assigned.

Requirements:

Candidates that have customer/personal interaction in person or over the phone

Someone that can think on their toes, position is not scripted

Can handle high volume of calls and calls that could last for a minute to forty-five minutes

Has a PASSION for helping people

Must be able to multitask and be empathetic

Prefer quality calls over quantity of calls

Highly prefer candidates who have either an associate or bachelor degree, however its not needed.

Team oriented / centered (personality is HUGE)

Eager to learn

Someone who is comfortable being on the phone the ENTIRE shift (25-70 calls per day)

Want people who are EXCITED about the opportunity

Job Requirements

Candidates that have customer/personal interaction in person or over the phone Someone that can think on their toes, position is not scripted Can handle high volume of calls and calls that could last for a minute to forty-five minutes Has a PASSION for helping people Must be able to multitask and be empathetic Prefer quality calls over quantity of calls Highly prefer candidates who have either an associate or bachelor degree, however its not needed. Team oriented / centered (personality is HUGE)

Job Snapshot

About Us

Medix provides workforce solutions to clients and creates opportunity for talent representing a variety of industries through our Healthcare, Scientific and Information Technology divisions. We have earned our reputation as an industry leader by providing unsurpassed customer service and top quality professionals to our clients.

At Medix we are extremely dedicated to our candidates, providing them with the best advice, support and direction during their job search. We work with all of our candidates personally to understand their skills and aspirations and best match them with opportunities that fit their goals. As we place contract, contract-to-hire and direct hire employment plans, we offer the flexibility to accommodate your schedule and needs.  We will also provide guidance and support during the interview process.  The benefits at Medix don’t stop there. After being employed for 30 days and averaging 30 hours per week for those 30 days, you become eligible for our benefit program.

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