Customer Service Representative (Part-time)

About the Company

CardioOne partners with independent cardiologists to provide innovative solutions that improve patient outcomes and reduce costs. Our platform helps our physician partners thrive in today’s fee-for-service environment and prepare for success in value-based care. In February 2024, we partnered with WindRose Health Investors as well as top physician services and payor executives to grow our team and invest in our next phase of growth. CardioOne offers a magnificent work environment, good working conditions, and competitive pay. We take pride in creating a culture of employee engagement that translates into an exemplary patient experience. Join us in our mission to positively impact US cardiology.

CardioOne Connect is an integrated care management and monitoring platform designed to help cardiology practices extend care beyond the clinic. The platform unifies ambulatory cardiac diagnostics, chronic care management (CCM), and remote patient monitoring (RPM) into a single, seamless experience that fits directly into existing workflows and EMRs. Built to support proactive, continuous cardiovascular care, CardioOne Connect gives clinicians real-time visibility into patients between visits while reducing administrative burden for care teams. The result: better clinical insights, stronger patient relationships, and a more sustainable path to value-based care.

About the Role

We are seeking a dedicated Customer Support Representative to join our team. In this role, you will serve as the primary point of contact for medical practices and sales representatives, ensuring a seamless experience with our cardiac monitoring solutions. Your ability to provide timely support, troubleshoot technical issues, and maintain high levels of customer satisfaction will be essential to our mission of advancing cardiac care.

Schedule:

• PT Remote Customer Service Representative (26 hours)

• Friday (10AM to 3PM), Saturday (9AM to 8PM) & Sunday (9AM to 8PM)

• Training at Houston will be Monday-Wednesday 10am-3pm, then will transition to above schedule

What you'll do:

• Respond promptly to medical practices and sales representatives via email, phone, and text messaging.

• Assist healthcare providers in the device hookup process for CardioDiagnostics’ cardiac monitoring solutions.

• Troubleshoot and provide solutions for various cardiac monitoring devices and mobile applications.

• Collaborate with internal teams to ensure timely issue resolution and customer satisfaction.

• Maintain accurate documentation of customer interactions and support cases.

• Identify and escalate potential problems or trends to the appropriate personnel.

• Customer Support: Respond promptly and professionally to inquiries from medical practices, healthcare providers, and sales representatives via email, phone, and text.

• Device Assistance: Support healthcare providers during the hookup and setup process of CardioDiagnostics’ cardiac monitoring solutions.

• Troubleshooting: Diagnose and resolve technical issues related to cardiac monitors, phone transmitters, and portal features. Provide guidance on mobile application functionality and connectivity.

• Advanced Tools: Utilize complex tools such as MDM (mobile device management systems), device logs, and remote monitoring dashboards for in-depth troubleshooting.

• Documentation: Maintain accurate and detailed records of all customer interactions, issues, and resolutions within the company’s ticketing system, ensuring compliance with internal processes and quality standards.

• Collaboration & Escalation: Work closely with internal technical, clinical, and operations teams to escalate issues that require advanced expertise, ensuring timely resolution and seamless communication back to the customer.

• Training & Guidance: Occasionally assist in creating or updating user guides, FAQs, or training materials to help customers and colleagues better understand device and portal functionality.

What you'll need:

• High school diploma or equivalent (Associate’s degree preferred).

• 1-2 years of experience in a customer service or support role.

• Strong verbal and written communication skills.

• Excellent critical thinking and problem-solving abilities.

• Strong ethics, values, and attention to detail.

• Ability to work independently and within a team in a fast-paced environment.

• Proficiency in commonly used software (e.g., Microsoft Word, Excel, Outlook).

• Ability to learn and adapt to new software, platforms, and devices.

• Healthcare or medical industry experience is a plus.

Additional Information:

This is a part time position at $17/hr and does not include benefits.

Work Location:

Remote in Houston, TX.