Wearlinq

Customer Support

• Provide inbound and outbound phone support to patients using ambulatory cardiac monitoring devices (e.g., Holter, Extended Holter, Cardiac Event Monitor, Mobile Cardiac Telemetry).
• Guide patients through device placement, activation, connectivity troubleshooting, and general usage questions.
• Support ship-to-home patients with hookup assistance and monitoring initiation according to established outreach protocols.
• Respond to patient concerns with empathy and professionalism, ensuring patient comfort and understanding.
• Serve as a point of contact for ordering clinics, physician offices, and healthcare staff regarding device orders, patient status, and service-related questions.
• Provide timely updates and follow-up communication to clinical partners as needed.
• Escalate urgent or complex concerns to supervisors, clinical teams, or quality leadership per internal escalation procedures.
• Accurately document all patient and customer interactions in CRM and/or patient management systems.
• Maintain compliance with HIPAA, privacy standards, and internal quality requirements.
• Identify and report any potential patient safety concerns or adverse events according to company policy.
• Assist with coordination of device logistics, replacements, and shipment tracking when necessary.
• Support cross-functional communication with clinical operations, sales, and technical teams to ensure resolution of patient issues.
• Contribute to continuous improvement by identifying recurring patient challenges or service trends.

Customer Service Representative – Cardiac Devices

Medical Director

• Responsible for the leadership, strategic direction, and operational oversight of the Independent Diagnostic Testing Facility (IDTF) cardiac monitoring division
• Oversee and manage a team of certified cardiac monitoring technicians, leads, and supervisors
• Ensure appropriate staffing levels to support 24/7/365 monitoring operations
• Hire, train, coach, and evaluate team members
• Maintain responsibility for the accuracy and integrity of arrhythmia detection, event analysis, and end-of-study report generation
• Ensure adherence to IDTF standards, CMS guidelines, and company clinical protocols
• Develop and optimize workflows to ensure timely processing of MCT live monitoring, auto-trigger events, daily reports, priority alerts, and end-of-study reports
• Ensure full adherence to federal and state IDTF regulations, Medicare requirements, and payer documentation standards
• Partner with VP of Clinical Services and internal leadership on strategic initiatives, workflow improvements, and technology enhancements
• Monitor key KPIs and deliver regular performance reports to leadership

Customer Service Representative – Cardiac Devices

Director of Clinical Operations – Ambulatory Cardiac Monitoring