Customer Service Representative – Healthcare Support - Remote Eligible

Customer Service Representative

A detail oriented and tech-savvy Customer Service Representative on our healthcare support team. You serve as the front line of communication with customers, providing technical assistance, managing support cases, and ensuring a seamless customer experience. In this role, you are responsible for providing high-quality, empathetic support to both physicians and patients using our Sensinel CPM System and other medical products from Analog Devices, helping them navigate and use our device, platform and services effectively.

This position involves remote troubleshooting of devices and software, managing customer support cases, completing patient and provider orders, and collaborating with a cross-function team to meet expected customer timelines. You'll also lead usability coaching calls to ensure that our end users, both medical professionals and patients, feel confident using our devices and tools.

Key Responsibilities:

• Remote Troubleshooting: Deliver timely, effective, and clear technical and customer support for healthcare devices and software used by physicians and patients, resolving issues remotely via phone and maintaining communication with the patients' care team and clinical vendors.
• Case Management: Own and manage support cases from intake to resolution, ensuring all interactions and outcomes are well-documented, aligned with HIPAA and internal policies, and are updated in a timely manner.
• Cross-Functional Collaboration: Partner with customer success, applications engineering, software engineering, quality, and product teams to resolve customer concerns efficiently and thoroughly. Work with quality on cases that have been escalated to complaints to ensure all required information has been captured and documentation is complete and accurate.
• Order Fulfillment: Process and complete customer orders, ensuring accuracy in order entry and coordination on fulfillment with logistics teams as needed.
• Customer Coordination: Work closely with the customer success team and applications engineering to meet critical response and resolution timelines, maintaining transparency with both customers and clinical vendors throughout the process.
• Usability Coaching: Conduct usability coaching calls with physicians and patients, ensuring they feel confident and supported while using the software platform or device.

Required Skills & Qualifications:

• 2+ years of experience in healthcare customer service, patient support, or technical support
• Outstanding verbal and written communication skills, with the ability to adjust tone and language for professional audiences and older patients
• Demonstrated patience, empathy, and professionalism in all customer interactions
• Experience using CRM or case management platforms (e.g., Zendesk, ServiceNow)
• Strong organizational skills with the ability to manage multiple customer cases simultaneously
• Comfortable working cross-functionally in a remote environment
• Basic understanding of healthcare workflows and patient privacy requirements (e.g., HIPAA)

Preferred Qualifications:

• Experience supporting healthcare software or remote medical devices
• Bilingual or multilingual skills a plus