CMS, Softaid.local

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 Cardiac Management Solutions offers a unique portfolio of novel technologies designed to deliver better insights and better outcomes. On any given day, clinicians utilize these ZOLL products for tens of thousands of cardiac patients around the world:

• LifeVest, the world first wearable defibrillator, has been trusted to protect more than 1M patients at risk of sudden cardiac death.
• HFMS (Heart Failure Management system) is a non-invasive, patch-based device that monitors pulmonary fluid levels and has been shown to reduce heart failure readmissions rates by 38 percent.
• TherOx Super Saturated Oxygen (SSO2) Therapy is the first FDA-approved therapy since the stent 20+ years ago to reduce infarct size in patients with the most severe heart attacks.

Heart disease is the leading cause of death for both men and women in the U.S. At ZOLL, your work will help to ensure cardiac patients get the life-saving therapy they need.

ZOLL has been Pittsburgh's Manufacturer of the Year, one of Western PA's Healthiest Employers, and even one of Pittsburgh's Coolest Offices. But it's our unique opportunity to impact people's lives that makes ZOLL the ideal place to build your career.

#LI-KH1

Job Summary

This position is responsible for leading the Customer Support Team within Support Services - supporting internal and external customers and ensuring effective coordination of patient care activities. The individual is responsible for influencing, developing and implementing policies and procedures within the department and across the organization. This position is highly visible and requires a high degree of cross-functional collaboration to drive key organizational initiatives, continuously improve divisional processes and enhance patient experience

Essential Functions

• Lead the Customer Support Team.
• Provide support to the Field Sales Team and drive a customer service-centric culture.
• Handle escalated customer concerns with professionalism and empathy.
• Lead and driving the development, management, and execution of effective strategies and tactical plans.
• Hold managers accountable to meet unit objectives and drive improvement of operational efficiency.
• Prepare and manage annual budget, effectively manage expenses to meet functional and Cost of Goods Sold (COGS) targets.
• Develop leaders through effective mentoring and development plan execution.
• Drive positive team philosophy that incents and rewards performance.
• Develop, socialize, and present key business analytics and KPI’s (productivity, quality) to varying audiences – including senior leaders.
• Make data driven decisions to enhance Customer Support and divisional operations.
• Drive system enhancements and process development to achieve continuous improvement.
• Implement and maintain guidance documents and SOP’s.
• Liaise with Reimbursement and Field Sales to improve cross-functional workflows and minimize exception management and revenue adjustments.
• Oversee Patient Services Representative (PSR) network.

Required/Preferred Education and Experience

• Bachelor's Degree required.
• Master's Degree preferred.
• 7-10 years of related experience or equivalent combination of education and experience required.

Knowledge, Skills and Abilities

• Demonstrated leadership and change management skills
• Track record of delivering results in a large organization
• Highly developed organizational and planning skills
• Demonstrated ability to effectively lead high-performing teams

Physical Demands

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

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients's lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.

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.