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1+ months

Technical Support Clinical Specialist - Call Center

Medtronic
Boulder, CO 80305
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Technical Support Clinical Specialist - Call Center

Location:

Boulder, Colorado, United States

Requisition #:

19000BP9

Post Date:

Jun 28, 2019


**Careers That ChangeLives**


In this
exciting role as a Customer Services Representativewithin Medtronics call center
environment, you will have responsibility for providing timely telephone
support to customers while simultaneously entering data
into the established database.
Provides product and technical support in a positive and professional
manner to both customers and end users.
Interfaces with internal departments
to meet job objectives and fulfill customer requirements **.**


The role is responsible for providing
timely support of a clinical nature as well as technical support, to all customers of Respiratory and Monitoring Solutions (RMS). You will interface with Post Market Vigilance
Analysts for customer responses and follow-up. The role possesses detailed
knowledge of all product supported and regulatory reporting requirements. You will
function as a subject matter expert (SME) for RMS product whose support is
assigned to the department. You will continuously
demonstrate and enhances quality standards in all work actions.


**MITG**


The Minimally Invasive Therapies
Group strives to enable earlier diagnosis, better treatment, faster
complication-free recovery, and enhanced patient outcomes through less invasive
surgical solutions.


**A Day in the Life**


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


+ Recordsinformation live from customer as well as fax, mail and email pertaining to theRMS products while coordinating, tracking and providing follow up for customersutilizing established database and the complaint tracking system.

+ Ensuresaccurate record documentation is maintained in a constant state of auditreadiness per internal policies for product complaints, service requests andinquiries generated by customers.

+ Possessesdetailed knowledge and understanding of medical products serviced and supportedby RMS.

+ Isable to interface with the Post Market Vigilance group to provide RGAs forinvestigation and MDR

+ notifications.

+ Providessystem, product training and support to new and existing employees as needed

+ Abilityto provide online detailed trouble shooting suggestions.

+ Participatesin new product development teams.

+ Possessthe ability to interpret and analyze data, investigate document processs torespond to audit observations

+ Takeson additional responsibilities as needed

+ Receivesand processes fax, mail and/or on-line network inquiries.

+ Reviewsdaily routine reports for accuracy of data entry.

+ Contactscustomers as follow up to open Return Goods Authorizations.

+ Providesbackup support and is cross trained on department functions.


**Must Have: Minimum Requirements**


+ Minimum of 6 years of relevant experience


**Nice to Have**


Advance
practical knowledge with 5 years of experience and a Bachelors or Associates
degree or Technical certification program in a health-related field (RN, RT,
biomed, ect.) In lieu of educational
requirement 6+ years call center experience within the medical or
pharmaceutical industry providing clinical and technical support to customers


Must
have a minimum of 5+ years related experience in a call center within a
medical or pharmaceutical industry.


Ability to read and interpret documents such as procedures and
product operating manuals.


Ability to accurately document customer information in a clear and
concise manner.


Ability
to trouble shoot with customers while simultaneously data entering the
information directly into the computer.


Demonstrated ability to work in a team environment.


Possesses computer skills with experience in Word and Excel. Ability to communicate effectively via verbal
and written forms.


Prefer
6+ years call center experience within the medical or pharmaceutical industry
providing clinical and technical support to customers equivalent work
experience.


Able to prioritize and work efficiently while
multi-tasking.


Able
to communicate with customers about usage of products and handle
conversations with customer regarding product failure.


Ability
to understand complex medical devices and environments in which they are
used.


Ability
to work in a challenging, dynamic and schedule-shifting environment.


**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. Lets 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. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)
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.

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Posted: 2019-07-02 Expires: 2020-02-07
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Technical Support Clinical Specialist - Call Center

Medtronic
Boulder, CO 80305

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