Patient and Technical Services Specialist - NMPH

Medtronic • Minneapolis, MN

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 Careers that Change Lives The NMPH Patient and Technical Services (PATS) Specialist provides information and product support for technical and non-technical aspects of Neuromodulation products for Deep Brain Stimulation, Spinal Core Stimulation, Targeted Drug Delivery, and/or Pelvic Health therapies. The specialist provides this comprehensive information to healthcare providers, MRI technologists, Medtronic field employees, other cross-functional business partners and/or occasionally patients and their caregivers via telephone and written communications. The Patient and Technical Services Specialist is responsible for documenting customer contacts and potential complaints for trending and FDA reporting. Responsibilities may include the following and other duties may be assigned. Responsible for providing contact center support at the times required by the business and defined by the weekly staffing schedule including weeknight and weekend on call support. Documents all customer contacts utilizing the current procedures/work instructions for data collection and reporting. Delivers responses in a respectful manner demonstrating empathy, expertise and soft skills. Responsible for understanding and following corporate and operating unit procedures. Responsible for escalating any identified gaps in process or product information necessary to effectively respond to customer contacts and resolve issues. Provides accurate technical and non-technical information aligned with labeling. Maintains knowledge of Neuromodulation products and services: past, present, and future. Actively participate in process improvement efforts. Must complete all required trainings on time. Adhere to HIPPA and applicable privacy laws and regulations. If you are applying to perform work for Medtronic, Inc. (“Medtronic”) in any position which will involve performing at least two (2) hours of work on average each week within the unincorporated areas of Los Angeles County, you can find here a list of all material job duties of the specific job position which Medtronic reasonably believes that criminal history may have a direct, adverse and negative relationship potentially resulting in the withdrawal of a conditional offer of employment. Medtronic will consider for employment qualified job applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Requirements

• Bachelor’s degree required
• Minimum of 2 years of relevant experience

Nice To Haves

• Medical Device product knowledge
• Neurological anatomy and physiology knowledge
• Advanced verbal and written communication skills
• Call Center or Customer/Technical Service experience
• Analytical/problem solving skills and experience
• Experience calming upset customers with poise and professionalism
• Time management skills
• Clinic and/or hospital experience
• Experience in regulated environment
• Demonstrated ability to utilize the computer and telephone efficiently

Responsibilities

• Responsible for providing contact center support at the times required by the business and defined by the weekly staffing schedule including weeknight and weekend on call support.
• Documents all customer contacts utilizing the current procedures/work instructions for data collection and reporting.
• Delivers responses in a respectful manner demonstrating empathy, expertise and soft skills.
• Responsible for understanding and following corporate and operating unit procedures.
• Responsible for escalating any identified gaps in process or product information necessary to effectively respond to customer contacts and resolve issues.
• Provides accurate technical and non-technical information aligned with labeling.
• Maintains knowledge of Neuromodulation products and services: past, present, and future.
• Actively participate in process improvement efforts.
• Must complete all required trainings on time.
• Adhere to HIPPA and applicable privacy laws and regulations.

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)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level