Patient Services Representative

5 days ago

Watford, United Kingdom Medtronic Full time

**Careers that Change Lives**

Join a diverse team of innovators who bring their worldview, their unique backgrounds, and their individual life experiences to work every day. It’s no accident — we work hard to cultivate a workforce that reflects our patients and partners. We believe it’s the only way to drive healthcare forward and remain a global leader in medical technology and solutions.

**A Day in the Life**

Provide timely, safe and efficient product related information and assistance to our customers (patients, Sales Reps, medical professionals, etc) regarding the use of Medtronic Diabetes products. Resolve technical support for customers by troubleshooting, capturing and following-up on Product Observations and Interactions. Exceed customer expectations when resolving inquiries/requests.

**MAIN JOB DUTIES/RESPONSIBILITIES**
- Therapy and Product Knowledge_
- Using proficient disease and therapy knowledge to support customers
- Deliver safe and reliable customer service and product oriented technical support for Medtronic Diabetes customers
- Act on training and coaching to ensure up to date product and system knowledge is maintained to meet our expected quality standards and set operational targets
- Call Management_
- Respond to inquiries from customers concerning product operation, troubleshooting, specifications, warranty, and parts/accessories
- Ensure on or above-target compliance with call quality standards
- Manage time effectively by prioritizing calls, follow-up and administrative tasks to achieve team and individual Key Performance Indicators (KPI)
- Demonstrate empathy, patience and resilience while safely assisting customers
- Troubleshooting & Quality Management_
- Effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements
- Accurately and consistently document customer feedback and troubleshooting completed
- Ensure support and solutions provided are aligned with Department and Standard Operating Procedures
- Coordinate return flow for all Diabetes products for quality analysis
- Core Elements
- Understand, comply with Medtronic policies and serve as an ambassador for Medtronic with internal/external stakeholders
- Active and effective communication with customers, to record and present clear and concise information in a timely manner - both verbally and written
- Perceive, understand, and manage emotions and feelings to connect empathically to sense and anticipate customer needs
- Ability to handle high stress environment
- Frame problems as opportunities when evaluating solutions provide excellent solutions and services to customers
- Engage in self-development, including participation in continuing education programs/sessions to remain abreast of product knowledge (both existing and new products)
- Cooperate and coordinate with Medtronic team members encouraging positive work environment, adapting to changing situations, environments to meet customer needs
- Available to work on-call outside of business hours as scheduled in department (Weekends and bank holidays)

**Must Have (Minimum Requirements)**:
**To be considered for this role, the minimum requirements must be evident on your resume.**
- At least 1 year of customer service or support experience in a contact center, office or helpdesk environment or relevant work experience
- Strong oral and written language skills
- Post-secondary education
- Diabetes and Therapy Knowledge
- Experience using: SAP and MS Office suite (Word, Excel, Outlook)
- Experience troubleshooting medical equipment/services in contact center/helpdesk
- Keyboarding 40 WPM average

**Nice to Have (Preferred Qualifications)**:

- Speaking Afrikaans is a real asset
- Effective multi-tasking (navigating between programs to access customer data and input text during call)
- Basic to intermediate level of math skill required to assist customers with their vital statistics

**Your Answer**

**About Medtronic**

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life.
We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.
We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team.
Let’s work together to address universal healthcare needs and improve patients’ lives.Help us shape the
future.

Founded in 1949 as a medical repair company, we're now among the world's largest medical technology, services and solutions companies, employing more than 86,000 people worldwide, serving physicians, hospitals and patients in over 155 countries.

Whatever your specialty or ambitions, you can make a difference at Medtronic - both in the lives of others and your own career. Join us in our commitment to take heal

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