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Diabetes Patient Contact Center Specialist

Posted 22 Mar 2024
Work experience
1 to 3 years
Full-time / part-time
Full-time
Job function
Degree level
Required languages
English (Fluent)
Dutch (Fluent)

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OUR CHALLENGE

Our team builds strong and lasting business relationships with hospital staff, medical associations and opinion leaders, to achieve that goal. By demonstrating medical-technical expertise and partnering closely with physicians and research institutes, we drive innovation, transform technologies and help shape the industry.

To support our Diabetes Business Unit we are looking for a Patient Support Representative Diabetes, fulltime ( 40 hours ) .

Main purpose of the job:

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

* Active and effective communication with customers, to record and present clear and concise information in a timely manner - both verbally and written.

* Ability to handle high stress environment.

Must haves

• Bachelor's degree from an accredited college/university or at least 1 year of customer service or support experience in a contact center, office, or helpdesk environment or relevant work experience.

• Completion of secondary school.

• Excellent communication skills in English and Dutch.

• Effective multi-tasking (navigating between programs to access customer data and input text during calls).

• Basic to intermediate level math skills required to assist customers with their vital statistics.

Please note that for this position, relocation support is not provided. Preferably, we are looking for candidates that live within a max 60km radius of our Medtronic office in Heerlen (Netherlands).

Nice to Haves

• Post-secondary education.

• Diabetes and Therapy Knowledge.

• 1 + year of Medtronic experience in the Product Support Team with consistently strong performance.

• Experience using: SAP and MS Office suite (Word, Excel, Outlook).

• Comfortable with technology, quick to learn new technologies/solutions contributing to patients’ success.

• Keyboarding 40 WPM average.

Please note that for this position, relocation support is not provided. We are looking for candidates that live within a max. 80km radius of our Medtronic office in Heerlen, the Netherlands. After your full-time training period at the office, we expect you to work 2 days per week in the office; the other days you will work out of your home office. As of 1 January 2023, our government has communicated that cross-border employees must be present in the office by 80% of the working hours.

We Offer

In our 5th Tenet of our Mission, we recognize the personal worth of employees by providing an employment framework that allows personal satisfaction in work accomplished, security, advancement opportunity, and means to share in the company's success.

Also, a competitive package is of course part of that. We offer a competitive salary and benefits package to all our employees:

• Possibility to purchase 8 extra holidays days

• Flexible working environment

• Annual Incentive Plan % depending on company results

• Pension scheme and group discount on healthcare insurance

• Tax advantages on Commuting, Fitness plan, bicycle plan

• Training possibilities via Cornerstone/Harvard Manage Monitor/Skills Lab

• Employee Assistance Program and Recognize! (our global recognition program)

• Private Lease possibilities

About Medtronic

Bold thinking. Bolder actions. We are 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 90,000+ passionate people. Powered by our diverse knowledge, insatiable curiosity, and desire to help all those who need it, we deliver innovative technologies that transform the lives of two people every second, every hour, every day. Expect more from us as we empower insight-driven care, experiences that put people first, and better outcomes for our world.

In everything we do, we are engineering the extraordinary.

Medtronic is a global healthcare solutions company operating in approximately 160 countries. We are committed to improving lives through our medical technologies, services, and solutions.

Healthcare
Heerlen
100,000 employees