Technician , Remote Care

## Technician I, Remote Care Apply:
United States
- California
- Sylmar:
Full time:
Posted Today:
Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries.##
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* JOB DESCRIPTION:

** Job Description
** Working at Abbott
** At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:
* Career development with an international company where you can grow the career you dream of .
* Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year
* An excellent retirement savings plan with high employer contribution
* Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
* A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
** Main Purpose of the Role***
* * This is not a remote role
*** We are seeking an experienced, high caliber Remote Care Technician I. Working under close and direct supervision on defined work assignments and/or usually following established procedures, to answer technical and informational questions. Works in a call center work environment, exercising basic customer service skills in responding to remote patient monitoring inquiries from physicians, health care professionals, field staff, and patients.

Responds accurately, promptly, and effectively to such inquiries and provides the basic clinical and technical interface between patients, the remote care medical community, and various internal departments.
** Main Responsibilities
*** Answer inquiries regarding technical issues and/or complaints, as well as adverse events by identifying and collecting information from callers.
* Triages calls and may forward them to other personnel for further assistance when appropriate.
* Problems involve website navigation and troubleshooting, patient monitor set-up, and product
* Information for remote care products; usually refers more complex problems to supervisor or more senior level personnel. Remains abreast of remote care advancements within SJM and industry.
* Follows outlined protocols to guide patients over the telephone to manually transmit transtelephonic data from a patient’s Implantable Cardiac Defibrillator (ICD) or Pacemaker patient device. This includes assisting with failed automatic transmission as well as facilitating manual transmissions required due to equipment connection issues.
* Directs patients on the proper installation and set-up of transmitter equipment and assists in troubleshooting transmitter connectivity issues.
* Documents patient system complaints by preparing Field Contact Reports (FCR’s) and forwarding them to Product Reporting. Documents and forwards transmitter/receiver technical issues, anomalies, and engineering improvements by completing Software Work Requests (SWR’s).
* Guides customers in navigating the  website. Responds to physician and clinician password reset requests to the  website.
* Assists customers by providing alternative data transmission options when the server or Information
* Technology (IT) connections are temporarily down.
* Following a set of standard routines, refers implantable device issues to the Technical Services
* Department.
* Resolves and/or facilitates the resolution of problems including…