LPN - Peritoneal Dialysis Telehealth Work at Home

SUMMARY

The Healthcare Customer Service LPN Agent (HCP) provides superior clinical support to peritoneal dialysis patients in an inbound work at home call center environment. This technical support position is a clinical Licensed Practical Nurse (LPN) with peritoneal dialysis experience who can use their skills to appropriately manage and assess customer needs for technical support, disease management or urgent care.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Adherence to SYKES policies on ethics and integrity.
• Provide technical support to customers or the Health Care Providers with regard to the use of products and accessories via phone or email.
• Appropriately identified the need for medical intervention due to health crisis and implements the appropriate actions to ensure customer safety.
• Ensure that initial assessment of any potential health and safety issues are completed and clearly documented.
• Identifies customer complaints and documents complaint and request for technical assistance. Requests as needed the return of product in order to facilitate compliant investigation and/or in accordance to the warranty policy.
• Formulate and ask probative questions in an appropriate way to help elicit responses that provide accurate and thorough information in support of product safety and quality assessments and regulatory reporting requirements.
• Complete customer follow up and/or due diligence as required.
• Provides phone and/or email support for clinical trials associated with future manufactured or distributed products.
• Communicates with team manager, team members and other teams regarding problems, solutions and trends.
• Responsible for meeting established individual and team performance targets, which include customer service, productivity and quality standards.
• May perform other additional duties and responsibilities as assigned.

EDUCATION and/or EXPERIENCE

• Associates Degree 
• Strong Clinical background in Renal Replacement Therapies with an emphasis on peritoneal dialysis with Automated Peritoneal Dialysis experience required. 
• Certifications: CNN, CDN, CD, LPN
• Minimum of 1 year experience in Peritoneal Dialysis in a personal or professional setting to include hands on training. 
• Experience in troubleshooting technology, and tools as they relate to dialysis preferred.

QUALIFICATIONS

• To apply for this position you MUST reside in one of the 40 states listed . 
• To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Experience conducting clinical assessment and providing disease management education to patient and/or HCP preferred
• Have demonstrated understanding of anatomical and medical terminology and basic nursing skills
• Must accurately document all interactions using appropriate terminology
• Excellent collaboration and influencing skills
• Must possess a high level ability to problem solve
• Strong organizational skills and excellent communication skills, both written and verbal
• Possess strong listening skills with attention to detail and accuracy
• Must have the proven ability to work independently and meet deadlines in a fast-paced environment
• Team Player

  SHIFT REQUIREMENTS:    

      Able to work either: 

      4:00 PM to 2:00 AM EST - Sunday, Monday, Tuesday, Friday and Saturday   OR

      1:00 AM to 9:00 AM EST - Sunday, Monday, Tuesday, Wednesday and Thursday

WORK FROM HOME REQUIREMENTS:

        To enable work from home, hired applicant(s) must possess a functional analog, hard telephone  line (POTS) and

        Internet service which includes a minimum upload speed of 5.0, and download speed of 2.0.