About the Role
Responsibilities
- Deliver hands-on training to nurses and caregivers on device operation, maintenance, and interpretation of readings
- Provide on-site and remote support to address common device and system issues
- Ensure compliance with facility protocols and company guidelines during device use
- Coordination and facilitate telehealth assessments in collaboration with Nurse Practitioners (NPs)
- Support nursing teams in performing basic patient reviews for stable patients
- Maintain strong clinical understanding, communication, and bedside interaction skills
- Respond promptly to service requests to resolve device malfunctions or connectivity issues
- Diagnose and address minor hardware or software problems, escalating complex cases to the technical support team
- Replace or maintain faulty devices to ensure uninterrupted clinical operations
- Ensure all necessary firmware updates are applied to keep devices performing optimally
- Coordination with the Installation Team to deploy RPM devices (e.g., sensors, monitors, software systems, etc) at healthcare facilities
- Ensuring proper device calibration, pairing, and network connectivity
- Performing initial setup tests to verify full functionality before leaving the site
- Compliance with HIPAA regulations and company policies to ensure patient data privacy
- Adherence to safety protocols when handling medical-grade electronic devices
- Verification that devices meet hospital infection control standards before and after installation
- Maintenance of relevant certifications (e.g., CNA, Paramedic, MA) as required for compliance and safety
- Log all installation, troubleshooting, and repair activities in the system
- Timely reporting of recurring issues to engineering or product teams for improvement
- Maintenance of detailed service logs, customer interaction records, and resolution statuses
- Maintain an inventory of devices, replacement devices, and peripherals
- Track device deployment, retrievals, and replacements in the system
- Ensure proper storage and transportation of devices to prevent damage
- Coordination with clinical, install and technical support, engineering, product and logistics teams to ensure seamless service execution
- Providing actionable feedback to product development teams based on field observations
- Relaying customer complaints and suggestions to higher management for resolution and process improvement
Work Arrangement
Remote (City/Region)
