Job Summary:

The Device Enablement Specialist I is responsible for providing customer support to the Company’s clients and end users for ChartSpan’s legacy remote patient monitoring (RPM) population. This individual performs scheduling and phone-assisted installation, configuration,troubleshooting and retrieval of remote patient monitoring technology/devices.

Essential Duties:

• Schedule, coordinate, confirm, and perform phone installation appointments.
• Research, assimilate information, and quickly answer support-related email, phone calls, and other electronic communications to meet Service Level Agreements (SLAs).
• Assist end users with installation of remote patient monitoring equipment, including configuration; cellular, modem, and broadband connections; pairing; troubleshooting; and educating on devices, software, applications, and systems.
• Provide technical support and issue resolution via email, phone, and other electronic mediums.
• Utilize the Company’s Management Console (TMC) and Validic Impact platform to provide level 2 technical support for a variety of healthcare technology.
• Create and manage Return Management Authorizations (RMAs) for faulty equipment to be returned to the manufacturer.
• Create and maintain new accounts and support tickets using company-provided software.
• Listen intently to clients’ questions and concerns to offer optimal solutions.
• Enter and ensure proper recording of data in the Company’s Management Console and clients’ applications.
• Record and identify operational issues in clients’ systems and suggest possible improvements and procedures.
• Stay abreast of current and future health monitoring technology through continuous formal and self-paced training. Communicate effectively with the nontechnical population.
• Participate in and contribute to continuous improvement of Company products, services, training materials, and tools.
• Maintain continuous call quality and exceptional patient experiences
• Ability to adapt to shifting priorities and timelines, while maintaining a critical eye for detail.
• Perform other duties, tasks, or projects as requested and assigned by management.

Skills and Abilities Required:

• Strong patient-facing communication skills.
• Excellent verbal and written communication skills.
• Excellent interpersonal and teamwork skills.
• Problem-solving and achievement-driven, with a “can-do” attitude.
• Conscientious with a strong sense of duty and responsibility.
• Ability to embrace feedback and be accountable.
• Ability to mentor less-experienced colleagues.
• Excellent organizational skills and attention to detail.
• Ability to quickly learn new technology.
• Ability to type quickly and accurately.
• Ability to work independently and in a team environment to efficiently meet deadlines.
• High level of professionalism and discretion.

Physical Requirements:

This position requires the following physical activities with or without accommodation:

• Prolonged periods of sitting at a desk and working on a computer in a variety of environments with multiple distractions.
• Performing repetitive gross and fine manipulation of medical devices and phone controls.
• Speaking clearly and listening to understand the speech of another individual.

Work Environment:

• Fully remote, U.S.-based position.
• Full-time/Hourly status.
• 8-hour shifts Monday–Friday between 8:00 a.m.–7:00 p.m., with possibility of 8-hour shifts Saturday–Sunday between 9:00 a.m.–6:00 p.m. in the future.
• Travel requirement of 10% or less.

Required Education and Experience:

• High school education, GED, or equivalent combination of education and experience required
• Certified Medical Assistant or Certified Nursing Assistant required
• At least two years of call center, service desk, or customer support experience required, with at least one year of experience supporting clients and/or end users with hardware and software issues preferred.
• Demonstrable experience with IT and office automation applications, email, and web browsers required, with Microsoft Office and Google Workspace preferred.
• At least one year of experience with remote patient monitoring preferred.
• Experience working in the healthcare, SaaS, and/or third-party logistics industries preferred.