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Bilingual Patient Services Representative

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Sales & Marketing Support
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2100018T Requisition #
Careers that Change Lives

Bring your talents to a leader in medical technology and healthcare solutions.  Rooted in our long history of mission-driven innovation, our medical technologies open doors. We support your growth with the training, mentorship, and guidance you need to own your future success. Join us for a career that changes lives.

A Day in the Life
 
Provide best in class patient and customer support for patients living with our CVG/RTG devices and therapies. Through exceptional service interaction, education and support, be patient focused in all that we do. Act as a key resource for product and therapy information to ensure patient and customer satisfaction. Be responsible for specific marketing processes and procedures to ensure on-going and consistent quality execution and compliance.  Be a trusted, knowledgeable, innovative, solution driven and adaptable partner, committed to the success of CVG/RTG businesses.

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

  • Represents company to external and internal customers, answers product-related questions, traces lost shipments, interprets and clarifies customer orders for the shipping department, takes orders or registrations, and when necessary may connect customers to appropriate support or field staff.
  • May manage web-based ordering or registrations, confers with management regarding customer credits, returns goods for credit, identifies quality assurance complaints, and writes price differentials on mail orders.
  • May approve allocation of stock in short supply, special price quotations and bids, pricing allowances, deductions and adjustments.
  • May manage inventories at customer facilities using EDI (electronic data interchange), forecasting, replenishment and inventory systems, focusing on stock and allocation issues to maximize service levels.
  • Completes assigned work in areas of processing orders, credits, returns and other order related functions via all applicable channels for both standard and expedited orders.
  • Maintains comprehensive knowledge of Medtronic products and services.
  • Supports higher complexity accounts and services (e.g. concierge services, capitation/monthly billing, custom orders,  etc.).
  • Able to support multiple skill sets and cross functionally trained.
  • Utilizes company policies and procedures while providing world class customer service.
  • Researches, tracks, and provides problem resolution to issues and communicates to the appropriate internal or external customer.
  • Determines corrective course of action in problem situations, balancing customer satisfaction and financial costs.
  • Properly escalates problem situations that may impact customer satisfaction and or revenue.
  • Works with stakeholders to meet schedule delivery requirements.
  • Brings forth best practice ideas and process improvements.
  • Supports automation initiative.
  • Provide Support to sales and marketing or business initiatives as required. Participate in continuing education programs/sessions to remain abreast of product knowledge (both existing and new products)
  • Provide Patient Support to CVG/RTG businesses in following areas, but not limited to: product/technical knowledge and process expertise.
  • Coordinate Patient Orders with Customer service as it relates to CVG/RTG business.
  • Provide Patient & Healthcare professional’s education and support on our devices and therapies that is accurate, thorough and timely.
  • Back up for Device Registration records department.
  • Responsible for reporting complaints and Adverse Drug Reactions (ADR).
Must Have: Minimum Requirements
  • A Bachelors's degree is required.
  • Minimum of 2 years of relevant experience in a customer-facing position (Customer Service or Contact Center experience).
  • Fluency in English & French (Written and Spoken)
  • Strong computer navigation skills, ability to work in multiple applications simultaneously.
  • Composure: Ability to work in high-pressure situations and deals with conflict effectively.
  • Able to identify and escalate opportunities.
Nice to Have
  • Previous experience working in an environment that assists patients is an asset.
  • Previous experience working in a medical environment.
  • Previous experience working with Medical Terminology.
  • Strong interpersonal skills; ability to communicate clearly and effectively through both verbal and written mediums.
  • Positive and professional demeanor.
  • Strong customer focus skills (listening, empathy, solution-focused.)
  • Ability to problem-solve and make sound decisions via critical thinking.
  • Technical Aptitude
  • Strong work ethic, sense of urgency and drive for results.
  • Flexibility to change.
  • Ability to work a flexible schedule or extra hours due to business demands (e.g. Quarter End & rotational Late Shift).
  • Proficient in Microsoft Office applications (Word, Excel, Powerpoint, Outlook).
  • SAP experience.
  • Strong typing skills.
About Medtronic

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services 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 want to 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.

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. 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.

Medtronic Canada strives through our vision to build a culture of inclusiveness through our commitment to employment equity and diversity. Discrimination is prohibited on any grounds protected under Canadian Human Rights legislation. Employment applications are encouraged from all members of our community. Upon request, candidates with disabilities will be accommodated during the recruitment process.

 

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