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Product Support Representative IV
3 hours ago
At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You'll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.
A Day in the Life
The Diabetes Care Center Specialist will be an expert in the business of his/her respective business unit, possessing high level leadership competencies and an enabler for all process improvements. Each Care Center Specialist will be able to supervise team activities in the absence of the Care Center Supevisor, answer incoming calls for the Global helpline and do the necessary troubleshooting with patients, process replacement products and input and analyze data efficiently into the Medtronic systems.
Responsibilities may include the following and other duties may be assigned:
- Provide front-line care center support to patients and handle escalations from Associate Care Center specialists (1st to 2nd level escalation), as applicable by using dynamic communication skills to identify patient unmet needs and utilizing effective objection handling techniques.
- Partner with assigned internal and external stakeholders to meet care center needs for patients, meet individual needs of Health Care Providers (HCP) and patients in assigned territories and monitor and intervene with "at risk" patients when necessary.
- Able to identify and analyze pertinent data and drive solutions for patient issues.
- Monitor Helpline call activity, product ordering information, online learning activity, and CareLink data to identify patients that may need additional support and direct to appropriate group for intervention.
- Measure the success of the efforts through monitoring patient retention, patient learning metrics, quality scores and customer satisfaction ratings.
- Testing and conducting "proof of concept" sessions with patients to build web and mobile interactive solutions.
- Perform other duties as assigned.
Required Knowledge and Experience:
- Minimum 6 years of related experience in customer care, helpline or patient support role, in a Customer Care and/or Sales Associate capacity
- Completed at least 2 years College, Vocational or Bachelor's Degree in Nursing
- A Registered Nurse or a Nursing graduate highly preferred
- Preferred experience in medical device or healthcare industry
- Excellent communication and interpersonal skills with demonstrated ability to build strong patient relationships
Physical Job Requirements
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.
Benefits & Compensation
Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
About Medtronic
We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people.
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.
Learn more about our business, mission, and our commitment to diversity here
