Clinical Liaison- Holter

Open on Location

Reports to: Director, Clinical services

Shift: 9:00AM - 5:30PM, Monday - Friday

• Develop & maintain the relationship between Clinical Services and the physicains/accounts and other departments

• Maintains clinical expertise, including but not limited to, the following areas and processes of the Holter Service Department

• Demonstrates impeccable customer service to Clinical Services customers including patients and physicians/accounts and ancillary departments

• Ability to resolve customer complaints via phone or e-mail

• Ability to greet customers warmly and ascertain issue or reason for calling

• Ability contact customers in order to verify information as needed

• Ability to develop solutions and address/escalate issues appropriately and timely

• Acts as Clinical Resource for, but not limited to the following:

• Clinical Services

• Sales Department

• Training Teams – Clinical, Customer Service, Sales

• Other departments as needed

• Complete understanding of the Physician Notification Criteria

• Facilitates communication with all locations that are performing Holter Services

• Gathers, compiles and reports data for all areas performing Holter Services

• Takes appropriate measures to obtain/clarify missing notification/report information and communicate resolution of escalated issues

• Researches and analyzes issues

• Comprehensive documentation of issues relating to MD/account communications including all areas affected

• Contact MD practices as applicable

• Participate in Continuing Education testing to ensure quality standards

• Answers telephones in accordance with policies and procedures

• Continuously evaluates and identifies opportunities to drive process improvements that positively impact the customer’s experience

• Must maintain acceptable test scores

• Participates and collaborates in Clinical Services special projects as assigned

• Travel as necessary (< 25% may be required related to specific projects)

Performs other duties as assigned or circumstances necessitate

Skills & Experience

• Demonstrate high level ability to recognize normal and abnormal ECG patterns

• Ability to cross train and become proficient in all areas related to monitoring types and computer programs

• Successful completion of BioTelemetry’s ECG Analysis Training Program

• Ability to communicate clearly, appropriately, accurately and timely, both verbally and in writing

• Ability to define problems, collect data, establish facts and draw valid conclusions

• Detailed oriented with the ability to multi-task competing priorities

• Demonstrated passion for excellence with respect to treating and caring for customers

• Demonstrate excellence in all areas of Customer Service

• Highly developed sense of integrity and commitment to customer satisfaction

• Proficiency with Clinical Monitoring systems, reporting and data analysis, including but not limited to all Holter Services provided by BioTelemetry

• Demonstrate proficiency with computer skills

• Possess mature, sound judgment as demonstrated by decision-making & analytical abilities

Education

• High School diploma or equivalent

• College degree preferred

• Graduate of cardiovascular or similar technical training school preferred, not required

• CCT certification

• 2 years of experience as a SMS

• 1 year of supervisory experience

Mednet BioTelemetry Healthcare

ID: 2018-2912

External Company Name: CardioNet

External Company URL: http://www.cardionet.com/

Street: 5700 Lake Wright Drive