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Clinical
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18000C9X Requisition #
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POSITION DESCRIPTION (JOB PURPOSE):

The Diabetes Care Center StartRight Agent will have a positive attitude, outgoing personality and a passion for helping patients succeed on our therapies.

Each StartRight Agent will be a primary relationship manager and “coach” for a group of patients during the first months (ranging from 3 to 6 months) of therapy partnering with field and internal resources to ensure that our new patients stay motivated and successful throughout their onboarding journey.

A strong predictor of success for the StartRight Agent is the ability to inspire our customer base, listen and understand the unique needs of every customer, communicate effectively on the phone and through chat and email, and execute strategies that efficiently engage and motivate our customers.



POSITION RESPONSIBILITIES:

  • Drive higher retention rate of assigned group of new patients in their first several months 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
    • Goal setting, barrier identification and coaching
  • Partner with assigned field Diabetes Clinical Specialists to onboard patients, meet individual needs of Health Care Providers (HCP) and patients in assigned territories and monitor and intervene with “at risk” patients when necessary.
  • Assist patients with setting goals and realizing goals and identifying and overcoming concerns in the first months (ranging from 3 to 6 months) of therapy.
  • Facilitate resolution and follow up on other transactions as needed in the first months (ranging from 3 to 6 months) such as product complaints, supply ordering and billing issues.
  • Cross-skilled in handling Diabetes Helpline calls to provide front-line care center support to patients and handle escalations from Associate Care Center specialists (1st to 2nd level escalation), as applicable by using dynamic communication skills to identify patient unmet needs and utilizing effective objection handling techniques.
  • 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 the success of the efforts through monitoring patient retention, patient learning metrics, quality scores and customer satisfaction ratings.
  • Perform other duties as assigned.


DESIRED/PREFERRED EXPERIENCE & QUALIFICATIONS:

  • 3-5 years of experience in customer care, helpline or patient support role, in a Customer Care and/or Sales Associate capacity
  • Minimum of 3 years of experience in the BPO/Call center or Shared Services environment preferably with overseas markets (APAC, US, EMEA, etc.)
  • Experience in medical device or healthcare industry
  • Diabetes educator experience / Registered nurse certifications preferred
  • Excellent communication and interpersonal skills with demonstrated ability to build strong patient relationships
  • Energetic, Outgoing and friendly – a people person
  • Solution orientated with a “can do” attitude and proactive, bias for action nature
  • Demonstrates initiative and innovation to generate ideas and solutions in different situations
  • Results orientated – Self-motivated and positive


BASIC QUALIFICATIONS:

  • Fluent in English, pass for native speaker
  • Tertiary degree


PHYSICAL JOB REQUIREMENTS (optional):

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.

  • While performing the duties of this job, the employee is regularly required to be independently mobile.
  • Must be able to travel independently to various Medtronic buildings/sites.
  • ome out of hours work will be required
  • Role is based in Bonifacio Global City, Taguig, Metro Manila, Philippines

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