Customer Service Specialist - Patient Advocate

Medtronic•Minneapolis, MN

4d•Remote

About The Position

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 bring bold ideas forward with speed and decisiveness to put patients first in everything we do. This position is remote to enhance our competitive edge and expand our cross-functional collaboration efforts. This role will require 25% of travel to enhance collaboration and ensure successful completion of projects. Careers That Change Lives Neuromodulation and Pelvic Health (NMPH) Customer Care seeks an experienced, dynamic Customer Service Specialist - Patient Advocate to support our outbound outreach contact center. In this role, you will convert patient leads by delivering best‑in‑class phone engagement, strong time and lead management, and in‑depth product knowledge to confidently address patient questions and guide patients through their care journey. The Patient Advocate plays a critical role in supporting the Pelvic Health and Neuromodulation organizations by delivering high‑quality customer service and driving meaningful patient engagement. This position involves analyzing available data to design effective pre‑call plans, proactively following up on patient leads through outbound calls, email, and SMS text messaging, and responding promptly to inbound patient callbacks. The role requires advancing potential and existing patients through the process while ensuring a consistent, empathetic, and positive customer experience. Patient Advocates work closely with field sales and field clinical teams to support patient engagement activities related to Medtronic’s portfolio of products. These activities may include lead follow‑up, clinic day scheduling, and supporting distributor order pull‑through. Success in this role depends on strong collaboration, effective communication, and the ability to balance outreach efficiency with a high standard of patient care.

Requirements

Requires High School Diploma or equivalent with 4 years of work experience in customer service or technical product support (OR an Associate's Degree with 2+ years experience OR a Baccalaureate Degree with 1+ year(s) experience).

Nice To Haves

Medical Device product knowledge
Anatomy and physiology knowledge and expertise
Advanced verbal and written communication skills
Previous experience as a team leader, manager, supervisor, mentor, or trainer
Previous experience in a high-volume healthcare or medical device call center environment
Strong attention to detail by being exact, precise, and accurate in messaging and note-taking
Experience with utilizing Salesforce CRM and Five9
For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required.

Responsibilities

Represents company to internal and external customers by responding to product‑related inquiries, delivering key messages, clarifying customer orders for shipment, and connecting customers with appropriate healthcare providers, support resources, or field staff.
Communicate with confidence, empathy, and excellent articulation across inbound and outbound interactions, demonstrating strong service‑oriented communication and active listening skills.
Build and maintain strong relationships with field partners to effectively support customers and achieve shared objectives.
Consistently meet individual targets by promptly following up on leads associated with campaigns and strategic initiatives.
May be required to manage a high daily call volume to reach outreach objectives.
Identify process gaps, challenges, and improvement opportunities; contribute to or lead project‑based efforts that enhance efficiency and customer experience.
Analyze and resolve routine and complex issues by identifying root causes and applying effective problem‑solving approaches.
Accurately document all customer interactions, outreach activities, and follow‑up notes in the customer relationship management system.
Adhere to all corporate and operating unit policies and procedures, including timely and accurate documentation of identified quality assurance concerns or complaints.
May travel up to 25% for required training

Benefits

Medtronic offers a competitive Salary and flexible Benefits Package
We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
Health, Dental and vision insurance
Health Savings Account
Healthcare Flexible Spending Account
Life insurance
Long-term disability leave
Dependent daycare spending account
Tuition assistance/reimbursement
Simple Steps (global well-being program)
Incentive plans
401(k) plan plus employer contribution and match
Short-term disability
Paid time off
Paid holidays
Employee Stock Purchase Plan
Employee Assistance Program
Non-qualified Retirement Plan Supplement (subject to IRS earning minimums)
Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums)