Customer Service Supervisor

Medtronic • San Antonio, TX

1d

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 Job Description Diabetes Business Description: The Diabetes Operating Unit focuses on improving the lives of those within the global diabetes community. As a business, we strive to empower people with diabetes to live life on their terms by delivering innovation that truly matters and providing support in the ways they need it. We’re committed to meeting people with diabetes where they are in their journey, always with an aim to make their lives easier. Our portfolio of innovative solutions are designed to provide customers greater freedom and better health, helping them achieve better glucose control, while spending less time managing their disease. Click here to learn more about products. This position is an exciting opportunity to work with Medtronic's Diabetes business. Medtronic has announced its intention to separate the Diabetes division to promote future growth and innovation within the business and reallocate investments and resources across Medtronic, subject to applicable information and consultation requirements. This separation provides our team with a bold opportunity to unleash our potential, enabling us to operate with greater speed and agility. As a separate entity, we anticipate leveraging increased investments to drive meaningful innovation and enhance our impact on patient care.

Requirements

• 1 year of Business Operations Supervisory experience, or 3 years of Customer Service experience
• OR, Associate’s degree with 3 years of directly relevant work experience
• OR, High school diploma or equivalent with 5 years of directly relevant experience

Nice To Haves

• Bachelor’s degree in Business, Healthcare Administration, or related field
• Four (4) years of supervisory experience leading individuals or a team, basic knowledge of labor laws
• Experience with large-scale team leadership and cross-functional collaboration
• Advanced knowledge of payer requirements, durable medical equipment, and medical documentation standards
• Proficiency with operational data analysis and reporting tools
• Demonstrated experience in project management or process redesign initiatives
• Knowledge of diabetes-related medical products and patient care workflows

Responsibilities

• Provide strategic leadership to multiple teams or a large regional team of serialized and non-serialized device order processing agents, ensuring timely device order completion and documentation collection
• Develop and implement best practices to optimize order cycle times, document collection, and payer authorization response rates
• Use performance data to identify process gaps and lead cross-functional initiatives to enhance operational efficiency
• Analyze team and regional performance trends to anticipate resourcing needs and ensure achievement of departmental KPIs
• Partner closely with field partners, healthcare providers, and insurance companies to resolve complex issues and improve turnaround times
• Create and deliver training and development plans for team leads and agents to support individual growth and succession planning
• Serve as the escalation point for high-impact issues affecting order processing, documentation, or customer satisfaction
• Prepare and present business reviews to leadership, including action plans to address any gaps in performance
• Support hiring, onboarding, and retention efforts to ensure a high-performing, motivated workforce
• Champion a culture of innovation, continuous improvement, and accountability throughout the team

Benefits

• 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.
• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees