Associate Specialist Patient Support Center - Irvine, United States - Edwards Lifesciences

Edwards Lifesciences

Verified Company

Irvine, United States

2 days ago

Posted by:

Mark Lane

beBee recruiter

Description

Based in Irvine, CA, Edwards Lifesciences is the global leader in patient-focused medical innovations for structural heart disease, as well as critical care and surgical monitoring.

Driven by a passion to help patients, we collaborate with the world's leading clinicians and researchers to address unmet healthcare needs, working to improve patient outcomes and enhance lives.

Growing from 17,000 employees to 25,000 by 2025, this is an incredible time to join our organization

How you will make an impact:

Provide clinical assessment and triage to patients by responding to questions related to Edwards medical devices and heart therapy procedures following established clinical protocols/guidelines to provide appropriate patient guidance
Provide device and clinical education to patients and families on heart therapy processes and procedures focusing on excellent patient experience.
Input case reason codes, notes, and resolution into CRM system accurately
Identify service issues and facilitate proactive service recovery including handling problems and demonstrating discernment on escalating and deescalating patient inquiries to patient safety team.
Evaluate patient data and provide routine recommendations on trends utilizing nursing experience.

Provide recommendations on improving existing processes and program enhancements moving forward.

Perform routine analytics on all calls/messages. Review patient data and provide insights on trends
Ensure compliance to quality/FDA requirements including complaints, HIPAA, and privacy law. Report compliance concerns immediately following Edwards policies and procedures

What you'll need (required):

Bachelor's Degree in Nursing from an accredited nursing program within the US
Minimum of 1year clinical experience required
Must have active California nursing license with no record of disciplinary action or complaints
Experience with electronic clinical documentation

What else we look for (preferred):

Proficient in MS Office Suite
Excellent written and verbal communication, interpersonal and relationship building skills
Good problemsolving, organizational, analytical and critical thinking skills
Good knowledge of Telehealth, c all center and call center environment
Good knowledge of c ardiac care/rehab, heart disease
Good knowledge of hospital audit activities
Must be able to work in a team environment with minimum supervision, including quickly establishing trust and building stable working relationships with interdepartmental and crossdepartmental business partners
Excellent patient service skills with ability to resolve demanding situations
Strict attention to detail
Ability to manage competing priorities in a fast paced environment
Good knowledge and understanding of Edwards policies, procedures and guidelines relevant to patient care, including HIPAA and privacy requirements
Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control
Travel (day and overnight by car, air, train, etc.) will vary for occasional trainings and meetings

Aligning our overall business objectives with performance, we offer competitive salaries, performance-based incentives, and a wide variety of benefits programs to address the diverse individual needs of our employees and their families.

For California, the base pay range for this position is $57,000 to $92,400 (highly experienced).