OnProcess Technology

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at OnProcess Technology

Posted: 10/13/2020
Job Status: Full Time
Job Reference #: job_20201013145512_XODGUCMOCJR8MKJB

Job Description


Program: iRhythm Technologies Asset Returns Management

Position Level: L1

Deadline: Friday, October 16, 2020 12:00 pm EST

Hours of Operation: 8am-9pm EST Monday through Saturday


iRhythm is a medical device manufacturer of bio sensor devices that measures patient arrhythmia. They are redefining the way cardiac arrhythmias are clinically diagnosed by combining their wearable biosensing technology with cloud-based data analytics and machine-learning capabilities. Their goal is to be the leading provider of first-line ambulatory electrocardiogram, or ECG, monitoring for patients at risk for arrhythmias. This will help potentially avoid more serious downstream medical events such as strokes.

OnProcess will provide best in class service by managing inbound and outbound calls for iRhythm patients. Our objective is to successfully get patients to return their medical devices as their wear period has been completed and the device needs to be returned.

Performance Responsibilities & Goals

  • Device returns of above 35% of live contacts
  • Outperform Control Group
  • Handle inbound and outbound patient communications via phone
  • Attention to detail, impeccable updating of program database
  • Leave clear voicemails whenever we cannot speak to a patient
  • Assist and educate customers on the return process
  • If customer does not have a label, we are responsible for escalating to iRhythm
  • Create a positive customer experience through thoughtful, patient and caring interactions
  • Provide visibility into any barriers connected to return of equipment


  • Minimum Tenure with OPT of 30 days
  • L1 Agent
  • No written warnings
  • Over 85% Quality Score
  • Attendance below 10%
  • Ability to communicate at a professional written and spoken level
  • Ability to problem solve while providing excellent customer service
  • Commitment to OnProcess and execution of our Core Values


Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!