What are the responsibilities and job description for the Supervisor - OnSite position at ZOLL Medical Corporation?
Itamar
At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.
ZOLL Itamar is an innovative medical device technology company that focuses on the development and manufacturing of Home Sleep Apnea Tests to aid in the diagnosis of respiratory sleep disorders. Our core product is the WatchPAT®️ family, a revolutionary FDA-cleared portable home sleep apnea test device, that is based on proprietary signal and analysis. 80% of patients who have sleep apnea are undiagnosed. We are committed to reach those undiagnosed patients and provide testing to promote wellness and enhance overall quality of life. WatchPAT®️ is commercially available within major markets including the U.S., Japan, and Europe, and is the leading home sleep apnea test in the US. ZOLL Itamar's corporate headquarters, research and development and manufacturing are located in Israel with U.S. headquarters based in Atlanta, GA.
Job Type
On Site
Job Summary
This role is a key supporting position for the WatchPAT Direct US Region. Provides leadership, and training to WatchPAT Direct employees in Account Services, and Patient Services in the US Region.
Essential Functions/Job Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.
ZOLL Itamar is an innovative medical device technology company that focuses on the development and manufacturing of Home Sleep Apnea Tests to aid in the diagnosis of respiratory sleep disorders. Our core product is the WatchPAT®️ family, a revolutionary FDA-cleared portable home sleep apnea test device, that is based on proprietary signal and analysis. 80% of patients who have sleep apnea are undiagnosed. We are committed to reach those undiagnosed patients and provide testing to promote wellness and enhance overall quality of life. WatchPAT®️ is commercially available within major markets including the U.S., Japan, and Europe, and is the leading home sleep apnea test in the US. ZOLL Itamar's corporate headquarters, research and development and manufacturing are located in Israel with U.S. headquarters based in Atlanta, GA.
Job Type
On Site
Job Summary
This role is a key supporting position for the WatchPAT Direct US Region. Provides leadership, and training to WatchPAT Direct employees in Account Services, and Patient Services in the US Region.
Essential Functions/Job Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required.
- The WPD Supervisor will manage and train all US employees in the WatchPAT department.
- Perform all Tier 1 and Tier 2 responsibilities as needed for backup.
- Ensure professional and courteous customer service throughout all external WPD accounts and internal customers with accuracy and efficiency.
- Provide operational leadership of the WPD program, including service support for (e.g. telephones, scheduling, backup for monthly billing), and other programs.
- Attend on-board meetings with new accounts for WatchPAT Direct
- Maintain KPIs and adjust as needed.
- Handle the ongoing communication with WatchPAT Direct accounts and ensure their needs and requests are addressed in a timely manner.
- Provide day-to-day coaching of the WPD team members on their daily work using performance metrics, and company processes to ensure team members are performing in-line with company standards.
- Monitor and manage all related software tasks (CloudPAT, Somnoware, Salesforce etc.)
- Serve as department primary system administrator for the Salesforce.com environment.
- Build and create new reports using Salesforce.
- Process Improvement
- Leadership Training
- College or advanced degree preferred
- 5 years of experience in a healthcare setting
- 5 years of experience in customer service, hospitality or equivalent
- Minimum of 2 years of supervisory experience in a contact center environment
- 1 – 2 years of Salesforce Administration required
- Bilingual a plus
- This position does include some travel within the US Region
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Standing - Occasionally
- Walking - Occasionally
- Sitting - Constantly
- Talking - Occasionally
- Hearing - Occasionally
- Repetitive Motions - Frequently
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
