Customer Service Director
Customer Service Director
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$ 152000 - 228000
1 Vacancy
Job Description
At Medtronic you can begin a life-long career of exploration and innovation while helping champion healthcare access and equity for all. Youll lead with purpose breaking down barriers to innovation in a more connected compassionate world.
A Day in the Life
In this role you will be overseeing daily production to ensure operational effectiveness financial and regulatory compliance and world class customer service. You will work with Operating Units to develop robust internal and external strategies and processes to meet or exceed operating unit and customer expectations related to operational quality and service support. This manager will have responsibility for leading and developing a best-in-class customer service team with responsibilities that include performance management employee development talent acquisition and employee retention.
This position is an exciting opportunity to work with Medtronics Diabetes business. Medtronic has announced its intention to separate the Diabetes division to promote future growth and innovation within the business and reallocate investments and resources across Medtronic subject to applicable information and consultation requirements. This separation provides our team with a bold opportunity to unleash our potential enabling us to operate with greater speed and agility. As a separate entity we anticipate leveraging increased investments to drive meaningful innovation and enhance our impact on patient care.
Responsibilities may include the following and other duties may be assigned.
Directs the activities of a large team of Customer Service agents with functional and process responsibilities
Provides leadership coaching and career developmentfor employees in key commercial support roles
Coach lead monitor and develop a team that can achieve and exceed key performance metric goals blending sales skills while maintain insurance guidelines to achieve revenue goals. Ensure all compliance and regulatory measures are being strictly adhered to and deliver quality and timely customer service.
Collaborate with commercial enterprise and Customer Care leaders to create outcomes that meet or exceed customer and stakeholder expectations
Manages inquiries from internal business partners and external customers conducting research as needed and providing timely and thorough follow up
Ensures that processes are compliant with company policies legal requirements and customer specifications
Proven change leader with agility and flexibility
Leads team in prioritizing production evaluating the appropriate functional strategy executing pricing strategies and negotiating health system contracts
Promotes an environment/culture of continuous improvement; works with internal Improvement Center of Excellence to initiate and support projects
Enables career development and succession planning and completes ongoing compensation analysis
Aligns and Builds internal and external partner relationships and strategies to enable high quality across Order to Cash value stream
Oversees teams performance of KPIs performance analysis of trends and tracking of compliance
Consults with and influences sales leadership and functional partners
Leads efforts to attract develop and retain individuals who can make critical contributions to organizational success
Provides leadership and coaching to employees through timely and candid performance evaluations
Supports meaningful career development activities
Ensures compliance with expected service levels and business partner expectations
Champions an environment where the personal worth of employees is recognized and individual differences are respected and leveraged
Promotes a workplace that reflects the diversity of customers patients and our communities
Anticipates the impact of diversity and inclusion in all aspects of work; identify diversity and inclusion opportunities and be accountable for their achievement
Governs the approvals of all key business processes
Adheres to governance processes and mitigates Medtronics risk
Manages KPIs with standard operating procedures and company policies
Leads team in optimizing processes
Provides feedback to leadership regarding potential process improvements or system enhancements which optimize team effectiveness
Must Have: Minimum Requirements
Bachelors degree
Minimum of 10 years of relevant experience in Direct People Leadership Contact Center or Operations position with 7 years of managerial experience
OR advanced degree with a minimum of 8 years of relevant experience in in Direct People Leadership Contact Center or Operations position with 7 years of managerial experience
Nice to Have
Degree in Business Administration Management Finance or Accounting
Demonstrated excellence in analysis problem-solving organization and administrative skills.
Demonstrated ability to deliver exceptional customer service.
Experience working directly with DME Health Insurance and Pharmacy benefits and related payers
Experience administering/navigating health insurance processes.
Strong computer navigation skills ability to work in multiple applications simultaneously
Advanced proficiency with Microsoft suite of applications including Excel PowerPoint Teams etc.
Five9 or NICE Experience
Salesforce Experience
SAP Experience
Solid business acumen and judgment
Knowledge of Contract Law
Proficient with Centricity and SAP
Excellent English fluency reading writing and comprehension
Sound analytical skills ability to interpret data
Self-motivated and goal oriented
Tactful exercises independent judgment and discretion
Ability to work in fast paced environment with high attention to detail
Strong relationship building communication and interpersonal skills
Ability to function well in high-energy business environments
Required Knowledge and Experience:Requires broad management and leadership knowledge to lead multiple job areas and detailed functional and operational expertise.
Typically has mastery level knowledge and skills within a specific technical or professional discipline with broad understanding of other areas within the job function.
Requires a Baccalaureate degree (or for degrees earned outside of the United States a degree which satisfies the requirements of 8 C.F.R. 214.2(h)( 4)(iii)(A) and minimum of 10 years of relevant experience with 7 years of managerial experience or advanced degree with a minimum of 8 years of relevant experience with 7 years of managerial experience.
Physical Job Requirements
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position but they are not an exhaustive list of all the required responsibilities and skills of this position.
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. For Office Roles: While performing the duties of this job the employee is regularly required to be independently mobile. The employee is also required to interact with a computer and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role.
Benefits & Compensation
Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits resources and competitive compensation plans designed to support you at every career and life stage.
The following benefits and additional compensation are available to those regular employees who work 20 hours per week: Health Dental and vision insuranceHealth Savings AccountHealthcare Flexible Spending AccountLife insurance Long-term disability leaveDependent daycare spending accountTuition assistance/reimbursement andSimple Steps (global well-being program).
The following benefits and additional compensation are available to all regular employees:Incentive plans 401(k) plan plus employer contribution and matchShort-term disabilityPaid time offPaid holidaysEmployee Stock Purchase PlanEmployee Assistance ProgramNon-qualified Retirement Plan Supplement (subject to IRS earning minimums) andCapital Accumulation Plan (available to Vice Presidents and above or subject to IRS earning minimums).
Regular employees are those who are not temporary such as interns. Temporary employees are eligible for paid sick time as required under applicable state law and the Employee Stock Purchase Plan. Please note some of the above benefits may not apply to workers in Puerto Rico.
Further details are available at the link below:
Medtronic benefits and compensation plans
About Medtronic
We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission to alleviate pain restore health and extend life unites a global team of 95000 passionate people.
We are engineers at heart putting ambitious ideas to work to generate real solutions for real people. From the R&D lab to the factory floor to the conference room every one of us experiments creates builds improves and solves. We have the talent diverse perspectives and guts to engineer the extraordinary.
Learn more about our business mission and our commitment to diversity here.
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.
If you are applying to perform work for Medtronic Inc. (Medtronic) in any position which will involve performing at least two (2) hours of work on average each week within the unincorporated areas of Los Angeles County you can findhere a list of all material job duties of the specific job position which Medtronic reasonably believes that criminal history may have a direct adverse and negative relationship potentially resulting in the withdrawal of a conditional offer of employment. Medtronic will consider for employment qualified job applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Required Experience:
Director
Employment Type
Full-Time
