Customer Service Rep II
San Antonio (Bexar County) Administration
Job description
POSITION DESCRIPTION:
Position Description The Medtronic CareLink® Network is the nation’s leading remote monitoring service, connecting cardiac device patients to their clinic from home or away. The monitor allows patients to send data from their cardiac device over a standard phone line for review by their physician. The unit is small, portable, and very easy to use. As a CareLink Specialist you will provide service and support to patients using the monitor. Most inquiries will be inbound calls from the patient and/or their caregiver and will be focused on education and problem solving related to the Medtronic CareLink monitor and service.
POSITION RESPONSIBILITIES:
• Serve as a consultant/resource for patient, family or clinic inquiries, concerns or issues regarding the Medtronic CareLink service or equipment.
• Assess need, gather and accurately analyze all pertinent information.
• Carefully, prepare an accurate, understandable communication.
• Be able to troubleshoot phone line issues and offer alternative solutions
• Communicate with patient/family in a respectful manner, and document the call using
• Medtronic database and guidelines.
• Understand and comply with healthcare regulations (Device Tracking, Medical Device Reporting, HIPAA and privacy laws)
• Actively participate in department's work process improvements.
• Meet or exceed key performance indicators measuring productivity as defined by management.
Desired profile
BASIC QUALIFICATIONS:
• High School Diploma.
• 1-2 years of telephonic customer service experience ideally in a call center environment.
• Solid experience using a computer and multiple software programs.
• Excellent interpersonal, verbal and written communication skills.
• Proven teamwork skills.
• Strong Customer Service foundation.
• Good Problem Solving skills.
• Ability to input data directly on the computer while speaking to patient on phone.
• Proficient using Microsoft Word; Internet, and other Enterprise systems.
• Ability to follow established processes.
DESIRED/PREFERRED QUALIFICATIONS:
• AA or BA in communications, journalism, business administration, medical field, science, psychology, marketing or other relevant fields or equivalent experience.
• Experience in high volume call center.
• Basic knowledge of medical device industry.
• Proficient working with Siebel and experience with MS Office Suite.
• Ability to Troubleshoot and resolve log on and messaging issues with patient portal website.
PHYSICAL REQUIREMENTS:
The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must be able to use a computer (hand, eye, finger dexterity) and may be seated at least 80% of time
• While performing the duties of this job, the employee is regularly required to talk, hear and input data into a computer
• Ability to use a headset and operate a telephone as the majority of the time will be spent on the telephone
MEDTRONIC OVERVIEW:
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.
We can accelerate and advance our ability to create meaningful innovations – but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.
EEO STATEMENT:
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.
This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees
DISCLAIMER:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.