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

Career growth and development is about learning and stretching yourself to grow your expertise and navigate your career. Medtronic offers award-winning programs to accelerate your development and growth. Our size scope and market leadership give you the chance to explore career opportunities and grow as we grow. To learn more about how we support your journey Click Here

A Day in the Life

Responsibilities may include the following and other duties may be assigned.

• This position is responsible for onboarding new patients to remote cardiac monitoring after a cardiac implant procedure providing patient support troubleshooting technical issues and educating patients on remote monitoring app-based technology and self-help resources
• Troubleshoot software applications addresses customer concerns and assists with remote monitor setup product use and software applications and recommends corrective action
• Accurately and concisely document patient and customer feedback and any troubleshooting completed during each call.
• Meet or exceed key performance and productivity measurements such as quality efficiency courtesy expertise and other metrics as defined by management.
• Utilize soft skills and product knowledge to provide good overall patient experience during initial remote monitoring outreach
• Perform other duties as assigned.

Additional Information

• This role is a 100% remote position within the United States

Qualifications - External

Must Have: Minimum Requirements

• High school diploma or equivalent
• Minimum of 4 years of call center or customer service experience.
• Ability to multi-task in a fast-paced environment
• Ability to use multiple software programs and navigate through multiple screens and programs at the same time.
• Ability to maintain a calm demeanor listen empathetically and work to resolve customer issues beyond expectations even during difficult customer interactions
• Ability to receive and provide feedback in a positive manner utilizing it to foster strong relationships
• Compliance with instructions and protocols when dealing with unfamiliar or unusual customer issues.
• Strong written and verbal communication skills.
• Experience documenting calls by typing on a keyboard while speaking to a customer on the phone
• Experience with customer resolution according to department protocols and requirements.

Nice to Have

• Prior experience in the medical device or healthcare industry.
• Experience using patient support software to identify patient records document calls research patient history and complete routine workflow tasks
• High volume call center experience in a customer or patient support role.
• Ability to read and follow flow diagrams and previous experience working with decision trees.
• Prior experience as a trainer or team lead within a customer or patient support environment
• Prior experience doing non-routine administrative and/or project tasks
• Experience communicating with internal and external contacts outside of immediate team
• Knowledge of HIPAA and other FDA regulations.

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 addition Medtronic will provide reasonable accommodations for qualified individuals with disabilities.