Clinical Service Representative

Job Overview: The Clinical Service Representative will provide clinical expertise and support to patients, providers, and internal teams, focusing on specialized inquiries. The role requires medically trained1 personnel to ensure all inquiries are addressed accurately, with a focus on patient safety and regulatory compliance. The Clinical Service Representative functions as a key liaison between the patient and iRhythm, managing all requests with urgency and clinical precision. Working in a collaborative environment, this role supports iRhythm’s mission to improve healthcare and enhance patient experience.

Responsibilities and Duties:

· Provide expert clinical support by addressing specific inquiries related to off-label use, pediatric cases, alternative patch placement, pacemaker/ICD and other medical concerns.

· Ensure accurate communication of clinical information and guidance on product usage to patients and healthcare providers.

· Respond to inquiries and manage call escalations that require advanced clinical knowledge, ensuring compliance with regulatory and quality standards.

· Serve as a clinical liaison between patients, providers, and internal teams, focusing on improving outcomes and ensuring patient satisfaction.

· Maintain up-to-date documentation of interactions and cases within CRM and other related systems.

· Participate in ongoing training to stay current with clinical guidelines and best practices related to cardiac monitoring and device usage.

· Manage inbound and outbound calls, providing personalized clinical support and troubleshooting, while adhering to company protocols.

· Ensure HIPAA compliance and manage sensitive patient data with strict confidentiality.

· Engage in collaborative training sessions and meetings, primarily conducted in a virtual environment.

Qualifications:

· Minimum of 2+ years of clinical experience in a medical environment, with a focus on cardiology or a related field preferred.

· Certification or licensure in a medical field (e.g., Certified Cardiac Technician, Registered Nurse, or equivalent).

· Experience in handling medically sensitive information and knowledge of HIPAA regulations.

· Proficient in using Microsoft Office (Outlook, Word, Excel) and Customer Relationship Management software (e.g., Salesforce).

· Ability to manage high call volume with clinical accuracy and efficiency.

· Strong verbal and written communication skills, with the ability to explain complex clinical information to non-medical personnel.

· Demonstrated commitment to patient care, with excellent problem-solving skills and the ability to work independently.

· Proven experience in managing time-sensitive and regulatory-compliant tasks.

· Ability to manage a fast-paced, high-growth environment with a focus on continuous learning.

Working Conditions:

· iRhythm Technologies provides 24/7 clinical support for patients. The Clinical Service Representative role may require working weekends, holidays, or shifts as part of the regular schedule, subject to business needs.

· Remote work capabilities, with specific requirements for high-speed internet, secure workspace, and appropriate equipment (e.g., dual monitors).

o In Home Office Requirements: We require that all employees have the following technical capability at their home: High Speed internet over 50 MBPS for upload capacity and 150 MBPS for download capabilities. It is required that a plug in directly to the home internet router is available for network stability.

o Additional Home Office Requirements:

§ Secure environment for all related activities.

§ Desk space for laptop and two monitors to be set up.

· Potential for in-office work during select times of the year for training, meetings, or IT-related needs. Advanced notice will be provided for such requests.

Key Metric Expectations:

· Attendance and punctuality to ensure consistent coverage of clinical support lines.

· High-quality scores on clinical interactions and documentation reviews.

· Adherence to schedule for clinical call availability, with specific metrics for call volume, handling time, and clinical response accuracy.

· Strict compliance with HIPAA and privacy regulations, with regular monitoring of escalations and regulatory adherence.

· Metrics related to average call wrap time, productivity, and service levels, adaptable based on business needs.

OT and Holiday Potential:

· Overtime opportunities will be available on a request-and-approval basis.

· Holiday shift coverage will follow a bid/lottery process to ensure consistent availability for clinical support during critical times.

1Medically Trained:

For purposes of this job description, Medically Trained personnel is defined as a person with background in medical knowledge, patient care, or clinical procedures. Qualifications for being "medically trained" includes, but is not limited to:

1. Medical Degree or Certification:

o Doctors (MDs or DOs)

o Physician Assistants (PAs)

o Nurse Practitioners (NPs)

o Registered Nurses (RNs)

o Licensed Practical Nurses (LPNs)

o Certified Medical Assistants (CMAs)

o Certified Emergency Medical Technicians (EMTs)

2. Allied Health Professionals:

o Respiratory Therapists

o Radiology Technicians

o Physical Therapists

o Occupational Therapists

3. Specialized Training Programs:

o Training in medical technology, lab work, or clinical research settings, such as Clinical Research Coordinators (CRCs) with specific training in regulatory compliance and clinical trials.

4. Certified Cardiac Technician (CCT):

o CCT generally qualifies as "medically trained." These technicians are specifically trained in areas such as ECG interpretation, arrhythmia monitoring, and cardiac patient care, all of which involve clinical knowledge and skills related to healthcare. Their certification indicates that they have undergone formal training in cardiac diagnostics and patient data handling, which aligns with the definition of medically trained.

FLSA Status: NonExempt

#LI-JR1