Patient Services Representative with Spanish

**Careers that Change Lives**

Join a diverse team of innovators who bring their worldview, unique backgrounds, and 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, remaining a global leader in medical technology and solutions.

We are actively looking for talented people who speak **Spanish **(and Portuguese) to join our team

**A Day in the Life**

Provide safe and accurate technical support and guidance to customers using Medtronic Diabetes products and services in an efficient and timely manner, this would include direct to patient support as-well as Medtronic personel and Health Care Professionals. Resolve technical queries using an array of troubleshooting tools, ensuring all details are recorded within our CRM database. Exceed customer expectations when handling and resolving inquiries whilst striving for first contact resolution, offering a world class service.

Responsibilities may include the following and other duties may be assigned.
- **_Therapy and Product Knowledge _**
- Utilize skills and knowledge gained from training and coaching to provide proficient therapy support and achieve expected quality standards and operational targets
- Deliver safe and accurate customer service and product-oriented technical assistance to maintain patient safety
- Take ownership of personal learning and development to ensure up to date product and system knowledge is maintained
- **_Call Management _**
- Handle contacts via a variety of customer channels providing help and guidance regarding product operation and specification in a safe and accurate manner
- Achieve or exceed the required quality standards for compliance and customer experience
- Manage time effectively by prioritizing inbound contacts to achieve both team and individual Key Performance Indicators (KPI)
- Complete required after call work duties in a timely and efficient manner
- Display empathy, patience and resilience while safely assisting and anticipating future customer needs
- Provide clear, concise and timely solutions both verbally and written
- **_Troubleshooting & Quality Management _**
- Effectively communicate with customers to resolve issues and provide solutions according to Department and Standard Operating Procedures
- Accurately document customer queries, complaints and feedback along with the troubleshooting completed and advice provided
- Co-ordinate the return flow of all Diabetes products for quality analysis
- Understand and comply with Medtronic policies whilst serving as an ambassador for Medtronic with internal/external stakeholders
- Focus on solutions and opportunities to enhance therapy management

**Must Have: Minimum Requirements**
- Great communication skills (verbal and written) in English and Spanish
- Ability to remain calm and demonstrate resilience during pressurised situations
- Computer literate with experience using MS Office suite (Word, Excel, Outlook) and a CRM system
- Ability to effectively multi-task (navigate between programs to access customer data and input text whilst providing real-time care instructions)
- Basic to intermediate level of math skills required to assist customers with their vital statistics

**Nice to Have**
- Speaking Portuguese also is an asset, but is not mandatory for the role
- Diabetes therapy or clinical/care based experience or knowledge
- At least one year of relevant experience within customer service, contact center, office or helpdesk environment
- Experience troubleshooting medical equipment/services in contact center/helpdesk
- Experience using: SAP and Salesforce

**We Offer**

We offer a competitive salary and benefits package to all our employees:

- Flexible working environment
- Annual Incentive Plan % depending on company results
- Pension scheme and group discount on healthcare insurances
- Training possibilities via Cornerstone/Harvard Manage Monitor/GetAbstract
- Employee Assistance Program and Recognize (our global recognition program)

**Additional info**:
**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.

Physical Job Requirements

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable acc