Octagos Health
The Phone Support Representative is responsible for engaging and supporting patients with implanted cardiac devices who are enrolled in remote monitoring programs. This role ensures patients remain connected, understand their monitoring process, and receive timely assistance with technical and compliance issues. The representative serves as the first line of patient contact for troubleshooting, education, and follow-up, while escalating clinical or urgent matters appropriately.
Schedule for this role is 8 am to 5 pm CST.
Key Responsibilities
Conduct outbound and inbound calls to patients with pacemakers, ICDs, CRTs, and implantable monitors. Assist patients in setting up and troubleshooting remote monitoring systems (e.g., bedside monitors, mobile apps). Educate patients on the importance of routine transmissions and staying connected for their health. Follow call protocols for overdue or disconnected monitors. Document all outreach attempts, outcomes, and patient responses accurately in the system. Label and escalate cases where patients remain non-compliant, unreachable, or opt out of monitoring. Guide patients through device transmission, connectivity, and monitor setup steps. Escalate technical issues beyond scope to vendor technical support (Boston Scientific, Medtronic, Biotronik, Abbott, etc.). Provide reassurance and ensure patients understand the non-clinical nature of the support provided. Work closely with clinical teams, customer success, and admin support to ensure patient monitoring continuity. Participate in training and process improvement initiatives. Qualifications
High school diploma or equivalent required; associate's or bachelor's degree in healthcare or related field preferred. Previous experience in healthcare call centers, patient support, or customer service preferred. Familiarity with remote cardiac monitoring platforms (Boston Scientific Latitude, Medtronic CareLink, Biotronik Home Monitoring, Abbott Merlin.net) strongly preferred. Strong communication skills with ability to explain technical steps in patient-friendly terms. Detail-oriented with excellent documentation and data entry skills. Ability to handle sensitive health information confidentially (HIPAA compliance). Key Skills
Clear, empathetic verbal communication Patience and active listening Technical troubleshooting basics Time management and multitasking Documentation accuracy Escalation judgment
Schedule for this role is 8 am to 5 pm CST.
Key Responsibilities
Conduct outbound and inbound calls to patients with pacemakers, ICDs, CRTs, and implantable monitors. Assist patients in setting up and troubleshooting remote monitoring systems (e.g., bedside monitors, mobile apps). Educate patients on the importance of routine transmissions and staying connected for their health. Follow call protocols for overdue or disconnected monitors. Document all outreach attempts, outcomes, and patient responses accurately in the system. Label and escalate cases where patients remain non-compliant, unreachable, or opt out of monitoring. Guide patients through device transmission, connectivity, and monitor setup steps. Escalate technical issues beyond scope to vendor technical support (Boston Scientific, Medtronic, Biotronik, Abbott, etc.). Provide reassurance and ensure patients understand the non-clinical nature of the support provided. Work closely with clinical teams, customer success, and admin support to ensure patient monitoring continuity. Participate in training and process improvement initiatives. Qualifications
High school diploma or equivalent required; associate's or bachelor's degree in healthcare or related field preferred. Previous experience in healthcare call centers, patient support, or customer service preferred. Familiarity with remote cardiac monitoring platforms (Boston Scientific Latitude, Medtronic CareLink, Biotronik Home Monitoring, Abbott Merlin.net) strongly preferred. Strong communication skills with ability to explain technical steps in patient-friendly terms. Detail-oriented with excellent documentation and data entry skills. Ability to handle sensitive health information confidentially (HIPAA compliance). Key Skills
Clear, empathetic verbal communication Patience and active listening Technical troubleshooting basics Time management and multitasking Documentation accuracy Escalation judgment