Patient Services Representative at Medtronic

Heerlen, Limburg, Netherlands

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical DevicesIndustries

Requirements

At least 6 months of customer service or support experience in a contact centre, office or helpdesk environment or relevant work experience
Completion of secondary school
Strong oral and written language skills in French, English and Dutch
Effective multi-tasking (navigating between programs to access customer data and input text during call)
Experience using SAP and MS Office suite (Word, Excel, Outlook); experience troubleshooting medical equipment/services in contact centre/helpdesk and post-secondary education considered advantages

Responsibilities

Responding to inquiries from customers concerning product operation, troubleshooting, specifications, warranty, and parts/accessories over the phone and e-mail
Ensuring on or above-target compliance with call quality standards and manage time effectively by prioritizing calls, follow-up, and administrative tasks to achieve team and individual Key Performance Indicators (KPI)
Effectively communicating with customers to resolve issues and answering questions according to department protocols and requirements
Ensuring support and solutions provided are aligned with Department and Standard Operating Procedures and coordinating the return flow for all Diabetes products for quality analysis
Accurately and consistently documenting customer feedback and troubleshooting completed
Using proficient disease and therapy knowledge to support customers to deliver safe and reliable customer service and product oriented technical support for Medtronic Diabetes customers
Acting on training and coaching to ensure up to date product and system knowledge is maintained to meet expected quality standards and set operational targets

Skills

Key technologies and capabilities for this role

Customer ServiceTroubleshootingPhone SupportEmail SupportCall Quality StandardsTime ManagementProduct SpecificationsWarranty Management

Questions & Answers

Common questions about this position

What experience is required for the Patient Services Representative role?

At least 6 months of customer service or support experience in a contact centre, office or helpdesk environment or related field is required.

Is this a full-time position?

Yes, this is a full-time employment opportunity.

What are the main responsibilities of this role?

Responsibilities include responding to customer inquiries on product operation, troubleshooting, specifications, warranty, and parts over phone and email, ensuring call quality compliance, resolving issues per protocols, documenting feedback, and providing technical support using disease and therapy knowledge.

What is the company culture like at Medtronic?

Medtronic emphasizes a culture of exploration, innovation, purpose-driven leadership, compassion, and commitment to improving healthcare access and equity while building strong relationships with hospital staff and physicians.

What makes a strong candidate for this position?

A strong candidate has at least 6 months of customer service experience, proficient knowledge of diseases and therapies, ability to troubleshoot products, and commitment to maintaining up-to-date training for quality standards.

Medtronic

Develops and manufactures medical devices and therapies

About Medtronic

Medtronic provides medical technology, services, and solutions to improve patient care. The company develops a variety of medical devices, including pacemakers, insulin pumps, surgical tools, and neurostimulation devices, which help diagnose, prevent, and treat chronic diseases. These products are used by hospitals, clinics, and healthcare professionals around the world. Medtronic stands out from competitors by investing significantly in research and development to create new products and offering additional services like training and patient management programs. The goal of Medtronic is to enhance patient outcomes and lower healthcare costs through its comprehensive range of medical solutions.

Fridley, MinnesotaHeadquarters

1949Year Founded

$3.2MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Sick Leave

Paid Holidays

401(k) Retirement Plan

401(k) Company Match

Employee Stock Purchase Plan

Employee Assistance Program

Wellness Program

Risks

Emerging competitors like Fire1 threaten Medtronic's heart failure management market share.

Spine biologics market growth may attract new entrants, increasing competition for Medtronic.

Recent IPOs in medtech indicate rising competition, challenging Medtronic's market position.

Differentiation

Medtronic's diverse product range spans cardiovascular, diabetes, neurological, and surgical technologies.

The company invests heavily in R&D to drive innovation in medical devices.

Medtronic offers comprehensive services, including training and technical support, enhancing product value.

Upsides

Exclusive deal with Kuros enhances Medtronic's orthopedic portfolio and market share.

Growing spine biologics market offers expansion opportunities in spinal fusion and regenerative medicine.

Balloon catheters market growth aligns with Medtronic's recent product launches, boosting cardiovascular presence.

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