Device Enablement Specialist I

Apply Description 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. Requirements 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. Salary Description $25.00/hr