Patient Services Representative – StartRight Ambassador

2 weeks ago

Prague, Hlavní město Praha, Czech Republic Medtronic Full time 1,200,000 - 2,400,000 per year

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 LifeJoin our talented WeCare Patient Services team 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 and remain a global leader in medical technology and solutions. . The role is Prague / Czech Republic based, you will be working in hybrid working model and no travelling is required.

Drive retention of new patients during their onboarding on insulin pump and/or continuous glucose monitoring through dynamic outbound calls at various points of therapy and inbound calls related to: Product education, Patient assessments, Additional factors such as diet, exercise and lifestyle, and Goal setting, barrier identification and coaching. This role is expected to collaborate with members of other departments and representatives to fully address customer needs.

Responsibilities may include the following and other duties may be assigned:

  • Build positive relationships with patients, assisting with goal setting, realizing goals, identifying, and overcoming concerns during therapy onboarding
  • Use dynamic communication skills to identify patients' unmet needs and "pain points" and utilize objection handling techniques to communicate with the patient
  • Measure success through monitoring patient retention, patient learning metrics, quality scores and customer satisfaction ratings
  • 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
  • Perceive, understand, and manage emotions and feelings to connect empathically to sense and anticipate customer needs
  • Use proficient disease, therapy and product knowledge, to provide safe and reliable support to our customers

Required Knowledge and Experience:

  • 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.
  • 1 + year of Medtronic experience in Product Support Team with consistent strong performance
  • Excellent communication skills
  • Demonstrate empathy, patience and resilience while safely assisting customers
  • Ability to build relationships with patients that creates trust and engagement
  • Effective multi-tasking (navigating between programs to access customer data and input text during call)
  • Ability to effectively handle high stress situations

Fluent in Polish, English, Czech and/or Slovak - verbal and written, Diabetes and Therapy Knowledge, Experience using: SAP and MS Office suite (Word, Excel, Outlook) are desirable.

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.
 

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).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  
 

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