VitalConnect

Supply Chain

• Enforcing timely circulation of monitoring devices by leading the organization’s device retrieval efforts, including regularly corresponding with patients, automating patient outreach and reminders, making recommendations to Sales for optimized utilization, performing account audits, generating patient invoices
• Entering daily updates into our inventory database to streamline the flow of information and improve accuracy
• Coordinating with leadership to assist with data collection, report generation, metric development, and analyzation of device reports
• Responsible for the facilitation, approval, and record-keeping of remote reallocation of devices between off-site locations
• Respond to and direct incoming patient communications
• Support distribution of inventory across all locations, perform regular audits, share and analyze findings, initiate rechecks, invoices, and write-offs and reconcile the results
• Contribute to team effort by accomplishing results and providing coverage where needed
• Oversee merging and discontinuing accounts by accounting for all outlying devices, coordinating the discontinuation of URLs as needed, and providing instructions to the Depot on processing circulating devices
• Regularly identify and submit needed write-offs and write-ups in an effort to maintain accurate perception of device availability in the field
• Coordinate with operations teams to ensure timely and accurate inventory replenishment and that adequate stock levels are maintained
• Employ standards, metrics, and procedures that maximize inventory management efficiency
• Collaborate with cross-functional teams and stakeholders to identify and prioritize initiatives that optimize inventory capabilities and develop best inventory management practices
• Subject matter experts with Support in device tracking, analysis, auditing, and reporting
• Analyze inventory levels and make recommendations to Sales on utilization improvements and the reduction of excess inventory in the field
• Analyzes inventory activity, product demand, turn ratios, patient volume, and shipment schedules to determine reorder levels, ensure product availability, and minimize inventory costs

Field Inventory Control Specialist

Customer Support

• Facilitate comprehensive training for all new Customer Service hires, including systems, workflows, compliance, and soft skills.
• Collaborate with leadership to keep training materials and documentation up to date with current processes and policies.
• Monitor and evaluate training effectiveness, incorporating feedback and performance data to improve training delivery.
• Coordinate with the Customer Service Manager and Supervisors to plan training schedules aligned with staffing needs.
• Refresher & Ongoing Training Identify trends or gaps in team performance and provide targeted refresher trainings as needed.
• Proactively deliver ongoing training sessions to reinforce key knowledge areas or introduce process changes.
• Support cross-training efforts when agents are transitioning between shifts, roles, or platforms.
• Quality Assurance Perform call evaluations on recorded calls for each agent as needed, using established QA scorecards and guidelines.
• Track quality trends and escalate recurring issues or coaching opportunities to the Customer Service Manager.
• Contribute to QA calibration sessions to ensure scoring consistency across the team

Field Inventory Control Specialist

Customer Service Trainer/Quality Analyst