Medtronic is looking to enhance its competitive edge and expand cross-functional collaboration efforts by onboarding new patients to remote cardiac monitoring, providing patient support, and troubleshooting technical issues.
Requirements
- Ability to use multiple software programs and navigate through multiple screens and programs at the same time.
- Experience documenting calls by typing on a keyboard while speaking to a customer on the phone
- Experience with customer resolution according to department protocols and requirements.
- Experience using patient support software to identify patient records, document calls, research patient history, and complete routine workflow tasks
- Ability to read and follow flow diagrams and previous experience working with decision trees.
- Knowledge of HIPAA and other FDA regulations.
Responsibilities
- This position is responsible for onboarding new patients to remote cardiac monitoring after a cardiac implant procedure, providing patient support, troubleshooting technical issues, and educating patients on remote monitoring, app-based technology, and self-help resources
- Troubleshoot software applications, addresses customer concerns and assists with remote monitor setup, product use and software applications and recommends corrective action
- Accurately and concisely document patient and customer feedback, and any troubleshooting completed during each call.
- Utilize soft skills and product knowledge to provide good overall patient experience during initial remote monitoring outreach
- Experience using patient support software to identify patient records, document calls, research patient history, and complete routine workflow tasks
- Ability to read and follow flow diagrams and previous experience working with decision trees.
- Knowledge of HIPAA and other FDA regulations.
Other
- Minimum of 4 years of call center or customer service experience.
- Ability to multi-task in a fast-paced environment
- Ability to maintain a calm demeanor, listen empathetically, and work to resolve customer issues beyond expectations, even during difficult customer interactions
- Ability to receive and provide feedback in a positive manner, utilizing it to foster strong relationships
- Compliance with instructions and protocols when dealing with unfamiliar or unusual customer issues.
- Strong written and verbal communication skills.
- High school diploma or equivalent
