Customer Service Specialist - Patient Advocate

Medtronic is a global healthcare technology leader dedicated to alleviating pain, restoring health, and extending life. The Customer Service Specialist - Patient Advocate will support outbound outreach in the contact center, converting patient leads through effective communication and strong customer service skills, while closely collaborating with field sales and clinical teams.

Responsibilities:

• Represents company to internal and external customers by responding to product‑related inquiries, delivering key messages, clarifying customer orders for shipment, and connecting customers with appropriate healthcare providers, support resources, or field staff
• Communicate with confidence, empathy, and excellent articulation across inbound and outbound interactions, demonstrating strong service‑oriented communication and active listening skills
• Build and maintain strong relationships with field partners to effectively support customers and achieve shared objectives
• Consistently meet individual targets by promptly following up on leads associated with campaigns and strategic initiatives
• May be required to manage a high daily call volume to reach outreach objectives
• Identify process gaps, challenges, and improvement opportunities; contribute to or lead project‑based efforts that enhance efficiency and customer experience
• Analyze and resolve routine and complex issues by identifying root causes and applying effective problem‑solving approaches
• Accurately document all customer interactions, outreach activities, and follow‑up notes in the customer relationship management system
• Adhere to all corporate and operating unit policies and procedures, including timely and accurate documentation of identified quality assurance concerns or complaints
• Travel: May travel up to 25% for required training

Requirements:

• Requires High School Diploma or equivalent with 4 years of work experience in customer service or technical product support (OR an Associate's Degree with 2+ years experience OR a Baccalaureate Degree with 1+ year(s) experience)
• Medical Device product knowledge
• Anatomy and physiology knowledge and expertise
• Advanced verbal and written communication skills
• Previous experience as a team leader, manager, supervisor, mentor, or trainer
• Previous experience in a high-volume healthcare or medical device call center environment
• Strong attention to detail by being exact, precise, and accurate in messaging and note-taking
• Experience with utilizing Salesforce CRM and Five9