Remote Application Specialist (Patient Monitoring)

Clinical Applications Support Specialist (Patient Monitoring)

As an experienced Remote Clinical Applications Support Specialist, you will leverage your nursing clinical education/training to be responsible for providing telephone and remote clinical application support to internal and external customers for our Patient Care Monitoring Systems (PCMS) team. In this role, you will not only assist in resolving customer clinical inquiries and problems, but you will also participate in an on-call rotation afterhours support program - as part of a shared team effort.

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.

Your role:

Customer Support

Provides telephone clinical patient monitoring application support to external and internal customers.

Provide remote clinical application support for end user problems using the latest remote access technologies as appropriate.

Resolves customer satisfaction issues by providing solutions to complex clinical application issues.

Assist with application-related escalations.

Defines and escalates customer satisfaction and product issues as appropriate.

Provide on-site support in critical customer situations, as determined by their manager.

Take a self-directed leadership role in the support and resolution of clinical issues.

Improves customer satisfaction and company profitability by timely resolution of clinical product issues.

Metrics and Business Results

Provide regular input into knowledge-based tools.

Responsible for timely and accurate submission of individual scorecard results

Perform complete and accurate data entry in the databases.

Utilize call center tools to monitor and ensure customers’ calls are answered timely.

Manage company assets effectively including training, tools, equipment, travel, and business expenditures, etc. per company policy or procedure.

Provide product improvement recommendations to the PMG within department guidelines.

Teamwork

Provide a positive, cohesive company image when discussing the company, products, and management decisions, etc. with the internal and external customer.

Act as a clinical resource for the overall goals of the team

Share clinical information with peers and internal customers within department guidelines.

Assess complex problems, collects data, establishes facts, helps Technical Support Engineers to define an action plan, and drive the plan to resolution.

Professional Development

Fulfills all designated product and related training requirements (TEDs)

Takes ownership of and works with manager on development planning.

You're the right fit if:

Bachelor of Science Degree in Nursing or Medical Technology required.

Must be registered and in good standing with appropriate credentialing body

A minimum of five (5) years of clinical experience preferred.

Three (3) years of experience in a clinical phone support environment preferred.

Excellent customer service skills.

Display highly effective communication skills with English as a primary language.

Ability to work cohesively and effectively with employees at all levels of the organization.

Knowledge of general anatomy and physiology.

Ability to handle multiple simultaneous demands and prioritizes work with minimal supervision.

Advanced knowledge of clinical applications within Patient Monitoring.

Excellent organizational and time management skills.

Scheduled on-call availability will be required.

You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

Philips Transparency Details

The pay range for this position is $35.34- $60.58 hourly. The actual base pay offered may vary depending on multiple factors including, job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

Learn more about our business.

Discover our rich and exciting history.

Learn more about our purpose.

Read more about our employee benefits.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.

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 Employment and Opportunity Employer/Disabled/Veteran