CAREERS THAT CHANGE LIVES:
As a Customer Service Representative of the Supply Management Team Call Center, you will be responsible for the intake of Medtronic Diabetes commercial supply reorders for the company's existing products, new products, and related accessories. Specifically, the position is required to answer inbound telephone calls from customers to completely and accurately enter in orders for products, as well as address customer questions. In this position, the employee will serve as the primary contact for commercial order fulfillment including, when possible, processing and shipping customer orders. Call Center Consultants are responsible for providing highly professional, courteous, and caring customer service. They are also expected to collaborate with members of other departments, as required to fully address customer needs.
DIABETES BUSINESS DESCRIPTION:
The Diabetes Group at Medtronic is part of Medtronic plc, the global leader in medical technology. We are committed to ongoing breakthrough developments in leading-edge technology, unrivaled service and support, and uncompromising leadership. Medtronic is working with the global community to change the way people manage diabetes. Together, we will transform diabetes care by expanding access, integrating care and improving outcomes, so people with diabetes can enjoy greater freedom and better health. The Intensive Insulin Management Business Unit: This business unit serves the needs of those with type 1 diabetes and those who use intensive insulin regimens with type 2 diabetes. This business unit is our history and our heritage, and where we have offered a comprehensive approach to improve outcomes and care. We remain committed to innovation so that we can develop an artificial pancreas and close the loop.
A DAY IN THE LIFE:
•Respond to inbound calls and customer inquiries regarding Medtronic Diabetes products.
•Follow-up via telephone and email with customers to ensure questions are answered and orders placed.
•Ensure all patient documents are on file as dictated by Medtronic and regulatory requirements.
•Accurately and concisely document customer requests and process customer orders to completion.
•Identify and respond to customer needs, problems, and initiate actions to ensure customer satisfaction.
•Up-sell and cross-sell Medtronic products to customers as designated by management.
•Encourage customer compliance with optimal utilization of Medtronic Diabetes products.
•Collaborate with internal and external entities to assist our customers in obtaining Medtronic products.
•Meet or exceed performance indicators, as defined by management.
•Continuously increase knowledge of diabetes products through ongoing study of materials and participation in training programs.
•Pass ongoing product and diabetes knowledge tests within departmental guidelines.
MUST HAVE - MINIMUM REQUIREMENTS:
TO BE CONSIDERED FOR THIS ROLE, PLEASE BE SURE THE MINIMUM REQUIREMENTS ARE EVIDENT ON YOUR RESUME
•High School Diploma or GED
•Minimum two (2) years of customer service experience, preferably in a call center/contact center environment (e.g. inbound/outbound calls) or two (2) years of experience with medical billing and/or verifying medical insurance in the medical field
NICE TO HAVE:
•Associate degree or higher level of education.
•Previous experience working in the medical device field.
•Strong phone selling skills.
•Ability to speak clearly, concisely, and use proper grammar.
•Ability to multi-task in a fast-paced environment and be able to work either independently or in a team orientated environment.
•Ability to document calls by typing on a keyboard while speaking to a customer on the phone.
•Strong problem-solving skills.
•Ability to take responsibility and is accountable to own actions.
•Proven experience using a computer and, multiple software programs, and the ability to navigate through multiple screens and programs at the same time. Must be proficient with Excel, Word, PowerPoint and Outlook.
•Ability and willingness to work flexible hours.
•Demonstrated proficiency with processing orders for Durable Medical Equipment and/or Pharmacy Benefits.
•Knowledge of Diabetes and Insulin Pump Therapy and related products.
PHYSICAL JOB 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.
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.
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
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.