Patient Service Specialist- Diabetes (Finnish Speaking)

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Careers that Change Lives

We're a mission-driven leader in medical technology and solutions with a legacy of integrity and innovation.

Be a part of a community of experts committed to ensuring quality, affordable healthcare worldwide. Come strengthen your specialized skills and enhance your expertise. We'll support you with the training, mentorship, guidance, and networks you need to advance, and empower you to work in the way that's best for you.

And we are currently looking for a Patient Service Specialist (Finnish Speaking) to join our team in Watford.

A Day in the Life

The purpose of this role is to provide timely, safe and efficient product related information and assistance to our customers (patients, Sales Reps, medical professionals, etc) regarding the use of Medtronic Diabetes products. Resolve technical support for customers by troubleshooting, capturing and following-up on Product Observations and Interactions. Exceed customer expectations when resolving inquiries/requests.

• Opening hours Monday to Friday: 07:00 - 15:30
• Weekend / Bank Holiday rota participation required for 24hr helpline

As a Patient Service Specialist your main responsibilities will involve:

• Using proficient disease and therapy knowledge to support customers
• Deliver safe and reliable customer service and product oriented technical support for Medtronic Diabetes customers.
• Act on training and coaching to ensure up to date product and system knowledge is maintained to meet our expected quality standards and set operational targets
• Respond to inquiries from customers concerning product operation, troubleshooting, specifications, warranty, and parts/accessories.
• 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
• Effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements
• Ensure support and solutions provided are aligned with Department and Standard Operating Procedures
• Coordinate return flow for all Diabetes products for quality analysis
• Understand, comply with Medtronic policies and serve as an ambassador for Medtronic with internal/external stakeholders
• Active and effective communication with customers, to record and present clear and concise information in a timely manner - both verbally and written
• Perceive, understand, and manage emotions and feelings to connect empathically to sense and anticipate customer needs
• Ability to handle high stress environment
• Engage in self-development, including participation in continuing education programs/sessions to remain abreast of product knowledge (both existing and new products).
• Cooperate and coordinate with Medtronic team members encouraging positive work environment, adapting to changing situations, environments to meet customer needs.

In return, we will provide you with great training and development opportunities in a growing business where innovative solutions are delivered by industry experts.

Must Haves

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• At least 1 year of customer service or support experience in a contact centre, office or helpdesk environment or relevant work experience
• Strong oral and written language skills in English and Finnish language is a must
• 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
• Experience using: SAP and MS Office suite (Word, Excel, Outlook)
• Experience troubleshooting medical equipment/services in contact center/helpdesk

Your Answer

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