Patient Services Representative

Medtronic

  • Heerlen, Limburg
  • Vast
  • Voltijds
  • 7 dagen geleden
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 Life At Medtronic, we strive without reserve for the greatest possible reliability and quality in our products and processes. To help ensure our patients’ safety and health, we closely monitor and report on our products’ performance. We take pride and gratitude in going above and beyond by helping our customers, making them feel heard, more comfortable, and valued. We are based in the Netherlands but interact with patients and healthcare professionals from all over the Western Europe continent. You will be responsible for providing remote support (phone, e-mail) for 2 different product portfolios in the languages English and French: The Acute Care and Monitoring solutions (ACM): this operating unit is new in our team’s scope. ACM is soon launching 2 new products for which customers can contact our support center in case they have questions: a wearable cardio watch with accessories that is connected to an app, and a video laryngoscope with connectivity technology. Next to that, you will also be part of an existing team of 21 people who support the Cardiac Rhythm Management Operating Unit. Non-clinical support is given to patients who are using any products from our wide, innovative portfolio consisting of cardiac implanted devices as well as hardware or app-based patient monitoring solutions.We embrace diversity and an inclusive work environment and are therefore a very diverse team with different backgrounds. Regardless of whether you have a question, a challenging case or a tough day, you can always count on someone to have your back. Whilst taking calls will be your main responsibility, this is far from your typical call center job. We focus on making sure that our work results in good quality care for our patients, customers & stakeholders, and not in reaching a certain number of calls per day. We expect you to be a tech savvy professional with a passion for helping our customers, which also includes working directly with patients who have a cardiac device implanted in their body, or their relatives/caregivers. You should be customer focused and have excellent communication skills to explain our products to health care professionals and patients. You will educate and help with a broad variety of questions they might have and with the set-up of remote monitoring systems. And give troubleshooting advice related to new technologies (apps, cloud application, communication technology). A constant is the continuous evolution over time of the service we offer, and the products used. We work on activities that will make us function better as a team. Anyone who sees an opportunity for improvement is invited to speak up. Calmer periods during the day give the opportunity to work on bigger or smaller projects, giving you an opportunity to show or learn preferred skills.Responsibilities may include the following and other duties may be assigned:
  • Act as a trusted partner providing technical support, educating and answering first level technical and lifestyle-related questions to our patients and customers mostly via the phone
  • In cases where a resolution cannot be provided on the spot, you escalate to second level technical staff and follow the case to make sure it gets resolved
  • Ensure that information about the call you have received is logged properly in our system. This is done according to the regulations and quality requirements that apply to a medical device company such as Medtronic
  • Maintain an up-to-date knowledge on our products and therapies. You will receive coaching and training to do this, yet we expect that you take your responsibility to learn and apply new knowledge very seriously
  • Contribute to the goals we set to improve as a department, as well as for your own personal growth
  • We work mainly during typical office hours; however our work schedule may need to reflect that we are supporting patients in different European countries.
Required Knowledge and Experience:
  • Technical degree or health related degree with demonstrated technical skills
  • Fluent in English and French combined with excellent communication skills via phone
  • Solid empathic and people skills and a positive, culturally sensitive attitude
  • Patience and analytical problem-solving skills, enjoys working in close-knit and diverse team
  • Computer and tech savviness, the ability to quickly learn new technologies and applications and use MS Office
  • A background in providing patient or health care professional support, experience in service focused areas, experience with working in a medical technical environment and experience with analysing technical issues and processes for continuous improvement are considered advantages for this role.
Physical Job RequirementsThe 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 & CompensationMedtronic 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.About MedtronicWe 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

Medtronic