Startright Therapy Ambassador Diabetes English / French/ Dutch

STARTRIGHT THERAPY AMBASSADOR-DIABETES HEERLEN

Careers that Change Lives

To support our Belgium and Swiss Diabetes Business Unit we are looking for a  parttime (min. 0.8) talented StartRight Ambassador with excellent communication skills in English, French and Dutch.

A Day in the Life

We offer you a position where you are responsible to drive retention of new patients during their onboarding on insulin pump and/or continuous glucose monitoring through dynamic outbound calls at various points of therapy and inbound calls related to: Product education, Patient assessments, Additional factors such as diet, exercise and lifestyle, and Goal setting, barrier identification and coaching. This role is expected to collaborate with members of other departments and representatives to fully address customer needs.

MAIN JOB DUTIES/RESPONSIBILITIES

As appropriate, partner with The Field to onboard patients, monitor and intervene with «at risk» patients when necessary
Builds positive relationships with patients; assisting with goal-setting, realizing goals, identifying, and overcoming concerns during therapy onboarding
Use dynamic communication skills to identify patient unmet needs and «pain points» and utilize objection handling techniques to communicate with the patient
Monitor Helpline call activity, product ordering information, online learning activity, and CareLink data to identify patients that may need additional support and direct to appropriate group for intervention
Measure success through monitoring patient retention, patient learning metrics, quality scores and customer satisfaction ratings
Testing and conducting «proof of concept» sessions with patients to enhance StartRight solutions
Cooperate and coordinate with Medtronic team members encouraging positive work environment, adapting to changing situations, environments, and various shifts to meet customer needs
Perform other duties as assigned.
Therapy and Product Knowledge

Use proficient disease, therapy and product knowledge to support customers
Deliver safe and reliable customer service and support for Medtronic Diabetes customers
Act on training and coaching to meet quality standards and operational targets
Call Management

Ensure on or above-target compliance with call quality standards
Manage time effectively by prioritizing calls, follow-up and administrative tasks to achieve team and individual Key Performance Indicators (KPI)
Demonstrate empathy, patience and resilience while safely assisting customers
Communicate actively and effectively with customers, to record and present clear and concise information in a timely manner – both oral and written
Perceive, understand, and manage emotions and feelings to connect empathically to sense and anticipate customer needs
Ability to effectively handle high stress situations
Technical, system knowledge

Understand Guardian Connect System as well as MiniMed 670G to support customer questions
Effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements
Accurately and consistently document customer interactions in ICE
Ensure support and solutions provided are aligned with Department and Standard Operating Procedures
Understand, comply with Medtronic policies and serve as an ambassador for Medtronic with internal/external stakeholders.
Must Haves

Bachelor’s degree from an accredited college/university OR At least 1 year of customer service or support experience in a contact center, office or helpdesk environment or relevant work experience
Excellent communication & language skills in English, French and Dutch
Skills/Competencies

Ability to build relationships with patients that creates trust and engagement
Completion of secondary school
Effective multi-tasking (navigating between programs to access customer data and input text during call)
Basic to intermediate level of math skill required to assist customers with their vital statistics
Nice to Haves

Post-secondary education
Diabetes and Therapy Knowledge
1 + year of Medtronic experience in Product Support Team with consistent strong performance
Experience using: SAP and MS Office suite (Word, Excel, Outlook)
Comfortable with technology, quick to learn new technologies/solutions contributing to patient’s success
Keyboarding 40 WPM average
Your Answer

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We Offer

We reward you in the ways that matter most to you. We offer a wide range of benefits and rewards programs to recognise the vital role you play in our Mission to transform healthcare.