Inbound Call Center Representative - Product Support

Job Title

Job Description

In this role, you have the opportunity to make life better

Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So, whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

The Patient Services Inbound Representative is responsible for providing patient focused support, either by phone or chat, for patients utilizing a Philips BioTel Heart Monitor. Utilizing internal tools, training, and resources, the Representative will resolve patient inquiries or issues, while providing the highest quality of patient focused care during each interaction. The Representative will diagnose technical problems, troubleshoot technical errors, provide knowledgeable answers to monitor and service-related questions, as well as coordinate with other departments to resolve patient issues.  

You are responsible for

• Providing patient focused support for all service and monitor related issues or questions via phone and/or chat following the outlined internal processes

• Properly escalating any unresolved issues, patient complaints, or issues requiring support outside of the Patient Services area

• Meeting quality and productivity standards consistently

• Learning through new hire and continued education training, the applications, monitors, and process related to supporting patients. In addition, learning the culture, processes, and information related to the organization and Patient Services department

• Being team-oriented, and interacting in a professional manner with all internal and external customers of the Patient Services department 

• Learning and adhering to the internal Business Compliance System

• Communicating with the leadership team any questions, issues, or challenges related to your employment or daily responsibilities

You are part of

Ambulatory Monitoring & Diagnostics (AM&D) is part of the Philips Connected Care business cluster. Philips BioTelemetry is part of the AM&D business and provides remote cardiac monitoring services for more than one million patients per year. Philips acquired BioTelemetry in early 2021. The combination of Philips and BioTelemetry results in a global leader in patient care management solutions for the hospital and the home, a leading U.S.-based provider of remote cardiac diagnostics and monitoring.

Consists of members of the Patient Services Inbound team and directly reports to the Patient Services Inbound Supervisor.

To succeed in this role, you’ll need a customer-first attitude and the following

• High School Diploma or General Educational Development (GED)

• 1+ years’ of phone-based customer service and/or product support experience or 2+ years’ of face-to-face customer service

• 1+ years’ experience with Microsoft office related applications

• 1+ year’s call center experience (preferred)

• 1+ years’ experience using (CRM) Salesforce (preferred)

• Ability to work in multiple technical mediums simultaneously while remaining attentive to a patient and their concern

• Ability to be patient and empathetic when providing support to patients 

• Ability to investigate, understand, and explain technical concepts to technical and non-technical individuals

• Comfortable with a training schedule of Monday-Friday 9am-5:30pm CST for 5 weeks

• Comfortable with a work schedule of Sunday-Thursday or Tuesday-Saturday 2:00pm-10L30pm CST

In return, we offer you

The ability to collaborate with, learn and grow from colleagues in a highly complex, global organization where you can use your strengths to help drive strategic business initiatives for Philips.  Additionally, we provide you a dynamic working environment in an innovative business, paired with a competitive salary, excellent benefits, and a supportive atmosphere where you can sharpen your talents with new challenges and career opportunities.

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa. 

Company relocation benefits will not be provided for this position. For this position, you will reside in or within commuting distance to Rosemont, IL.

How we work at Philips

Our newly adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart – which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home – for our hybrid roles.​

Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way. 

Our hybrid working model is defined in 3 ways:​

We believe in the importance of impactful collaboration: There's a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.

We embrace flexibility: Choosing where, when, and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams, and our customers on a case-by-case basis. ​

We want to be at our best: The way we work, and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best. ​

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

Visit our careers website to explore what it’s like working at Philips, read stories from our employee blog, find information about our recruitment process and answers to some frequently asked questions.

Effective Tuesday, January 4, 2022, all U.S.-based employees are required to be fully vaccinated against COVID as a condition of employment at Philips*.  Employees may request a reasonable accommodation. *Montana employees are currently excluded from this requirement at this time.

If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request.  You may contact 888-367-7223, option 5, for assistance. 

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common: An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions – the kind that make a real difference – when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

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It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.
Equal Opportunity Employer/Disabled/Veteran

Philips maintains a drug-free workplace