Patient Support Associate - Cleveland, OH

Medtronic • Cleveland, OH

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About The Position

The Patient Support Associate provides support to patients before and during treatment with SPRINT, working in collaboration with the Sales Team. The role contributes to best-in-class customer service and patient support by providing clinical assistance, patient education, follow-up, product support, and administrative coordination. Support may be provided by phone or virtually, using formats such as patient-facing videos and manuals to help optimize treatment and patient outcomes.

The position also supports patient data collection and CRM use, assists with complaint handling and follow-up, and maintains working knowledge of SPR products. The role is part of Medtronic’s Neuromodulation Operating Unit; SPR is a medical technology company focused on minimally invasive pain therapies and is now part of Medtronic.

Requirements

• High school diploma or equivalent and 4 or more years of relevant work experience; or an associate degree and 2 or more years of experience; or a baccalaureate/college degree.
• For baccalaureate degrees earned outside the United States, the degree must satisfy the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A).

Nice To Haves

• Patient experience, including internship experience.
• Experience using CRM systems, specifically Salesforce.com.
• Strong technological knowledge.
• Proficiency with MS Word and Excel.
• Experience in pain management.
• A proven record of achievement in a high-energy, fast-paced environment.
• Ability to work efficiently and creatively in a regulated industry.

Responsibilities

• Assist the Sales and Sales Operations teams in supporting patients selected for and receiving SPRINT treatment.
• Provide clinical support in basic troubleshooting, device utilization, and patient follow-up for company products.
• Follow up with patients to help ensure a successful implantation experience.
• Provide product follow-up and support to patients.
• Educate patients on product benefits and proper clinical use, including phone or virtual support and use of patient-facing materials, to optimize treatment and outcomes.
• Complete administrative tasks, including timely patient documentation and data collection.
• Work with patients and the Sales Team to optimize CRM use for field-based input.
• Help the Sales Team collect and record patient pre-procedure, procedural, and follow-up data.
• Assist with managing complaints and feedback.
• Work with the Sales Team to ensure complaints are submitted on time and include necessary information.
• Work with Quality to assist with complaint follow-up requests.
• Maintain working knowledge of SPR products.
• Maintain open and effective communication with personnel, customers, and other SPR employees.

Benefits

• Competitive salary and flexible benefits package.
• Short-term incentive through the Medtronic Incentive Plan (MIP).
• For regular employees working 20 or more hours per week: health, dental, and vision insurance; Health Savings Account; Healthcare Flexible Spending Account; life insurance; long-term disability leave; dependent daycare spending account; tuition assistance or reimbursement; and the Simple Steps global well-being program.
• For all regular employees: incentive plans; 401(k) plan with 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; and 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: High school or GED