Product Support Representative III - Remote Eligible

Cardiac Monitoring Remote Patient Support

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. This position is remote to enhance our competitive edge and expand our cross-functional collaboration efforts. Career growth and development is about learning and stretching yourself to grow your expertise and navigate your career. Medtronic offers award-winning programs to accelerate your development and growth. Our size, scope and market leadership give you the chance to explore career opportunities —and grow as we grow.

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

• 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.
• Troubleshooting 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.
• Meet or exceed key performance and productivity measurements, such as quality, efficiency, courtesy, expertise, and other metrics as defined by management.
• Utilize soft skills and product knowledge to provide good overall patient experience during initial remote monitoring outreach.
• Perform other duties as assigned.

Additional Information:

This role is a 100% remote position within the United States.

Qualifications - External Must Have: Minimum Requirements:

• High school diploma or equivalent.
• Minimum of 4 years of call center or customer service experience.
• Ability to multi-task in a fast-paced environment.
• Ability to use multiple software programs and navigate through multiple screens and programs at the same time.
• 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.
• 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.

Nice to Have:

• Prior experience in the medical device or healthcare industry.
• Experience using patient support software to identify patient records, document calls, research patient history, and complete routine workflow tasks.
• High volume call center experience in a customer or patient support role.
• Ability to read and follow flow diagrams and previous experience working with decision trees.
• Prior experience as a trainer or team lead within a customer or patient support environment.
• Prior experience doing non-routine administrative and/or project tasks.
• Experience communicating with internal and external contacts outside of immediate team.
• Knowledge of HIPAA and other FDA regulations.

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. The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.