A Day in the LifeResponsibilities may include the following and other duties may be assigned.Provide front-line care center support to patients and handle escalations from Associate Care Center specialists (1st to 2nd level escalation), as applicable by using dynamic communication skills to identify patient unmet needs and utilizing effective objection handling techniques.Partner with assigned internal and external stakeholders to meet care center needs for patients, meet individual needs of Health Care Providers (HCP) and patients in assigned territories and monitor and intervene with “at risk” patients when necessary.Able to identify and analyze pertinent data and drive solutions for patient issues.Monitor Helpline call activity, product ordering information, online learning activity, and Care Link data to identify patients that may need additional support and direct to appropriate group for intervention.Measure the success of the efforts through monitoring patient retention, patient learning metrics, quality scores and customer satisfaction ratings.Testing and conducting “proof of concept” sessions with patients to build web and mobile interactive solutions.Perform other duties as assigned.Must Have: Minimum Requirements Minimum of 4 years of relevant experienceAdditional RequirementsExcellent verbal and written communication skills.MS Office Advanced ProficiencyTertiary/University degree3-5 years of experience in customer care, helpline or patient support role, in a Customer Care and/or Sales Associate capacityMinimum of 2 years of experience in the BPO/Call center or Shared Services environment preferably with overseas markets (APAC, US, EMEA, etc.)Experience in medical device or healthcare industry preferred but not requiredExcellent communication and interpersonal skills with demonstrated ability to build strong patient relationshipsSolution orientated with a “can do” attitude and proactive, bias for action natureDemonstrates initiative and innovation to generate ideas and solutions in different situationsResults orientated – Self-motivated and positiveProven evidence of Medtronic Leadership Traits:Shape- Demonstrates global business acumen, thinks critically and makes sound decisions, sets strategic directionEngage- Collaborates and creates alignment; attracts, deploys, and develops talent; fosters diversity and inclusionInnovate- Focuses on patient and customer, generates breakthrough ideas, initiates and leads changeAchieve- Sets high standards, instills operational excellence, drives accountability, models ethical behavior
