Patient Support Representative - Remote Eligible

Patient Contact Center Team Member

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.

Make an impact on thousands of patients lives by becoming part of our Patient Contact Center team. We are here to offer non-clinical support to people 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 are based in the Netherlands but interact with patients from all over the continent. Our motivation is to be a trusted partner in personalizing remote patient care. We take pride and gratitude in going above and beyond by helping patients, making them feel heard, more comfortable, and valued. 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, and not in reaching a certain number of calls per day. This is why the job is bringing fulfillment to your colleagues today. So, what are the patients calling us about? We work with people who have a cardiac device implanted in their body, or their relatives/caregivers. We educate and help with a broad variety of questions they might have and with the set-up of personalized remote monitoring systems. 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:

• Be a trusted partner, educating and answering first level technical and lifestyle-related questions to our patients 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 the 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 trainings 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:

• Excellent communication skills via phone in Finnish and/or Swedish and English
• Solid empathic and people skills demonstrating patience and analytical problem-solving skills
• Positive, culturally sensitive attitude combined with the ability to quickly learn new technologies and applications
• Computer and tech savviness, ability to quickly learn new technologies and applications
• MS Office

A background in providing patient support, experience in service focused areas and work experience in a contact center or technical support are considered advantages in this role.

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.

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.

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.