National Answering Service (NAS) Representative
Location: Columbia Heights Minnesota
Description: Medtronic is employing National Answering Service (NAS) Representative right now, this vacancy will be placed in Minnesota. Detailed specification about this vacancy opportunity kindly see the descriptions. Medtronic is an Equal Opportunity/Affirmative Action Employer
Position Description
Provide a superior level of professional support to Medtronic! customers and employees in a contact center. Direct calls between customers and Medtronic in-house employees and provide day-to-day message management between Health Care Providers and Medtronic field employees, via phone and other electronic means. The NAS Representative also provides patient implant information to field employees and Health Care Providers as requested. The NAS is a 24/7 operation that processes calls from 1-800-Medtronic and Medtronic’s main local and toll-free numbers. NAS provides a professional level of support to Medtronic employees, field sales staff, customers, patients, and the general public by possessing a working knowledge of all Medtronic’s businesses, marketplaces, product lines, code of conduct, and departments, as well as key company events, news releases, and corporate officers.
Position Responsibilities
Able to work 3rd Shift: (Overnight) .85 shift diff. (Fri. â€" Sun. 9pm â€" 7am. Thurs. 2:30 â€" 1am).
Answers! in-bound phone calls and processes messages in software betwe! en customers and Medtronic staff to support critical business needs, including medical case coverage and revenue generation. Calls may include Health Care Providers, Field Reps and other Medtronic functional areas.
Determine urgency of the call, assign priority, and gather pertinent data, such as patient name, surgery time, and message and enter in the messaging software.
Respond to inquiries from customers (Health Care Providers), field personnel, or Medtronic employees regarding patient registration, device tracking, and general questions ensuring HIPAA and patient privacy laws are followed.
Receives and processes incoming calls from Medtronic’s local and toll-free numbers.
Maintain broad-level working knowledge of all of Medtronic’s products and businesses in order to understand customer inquires and gather necessary information to answer questions or direct all calls to the correct destination on first attempt (transfers to other areas of Medtronic, ! after hour product emergencies) utilizing resources available to expedite the call.
Monitor open messages in the paging software and escalate calls or pages to the next level field personnel to respond to the message.
Update data in the system to maintain system integrity.
Utilize and maintain on-call groups to expedite calls to the appropriate field personnel for follow up.
Participates in cross-functional and cross-business process improvement initiatives.
Able to work flexible schedule as business needs dictate
Project work and data entry as assigned by management.
Basic Qualifications
Basic Qualifications :
Systems knowledge: Microsoft applications (Word, Excel), internet
EDUCATION REQUIRED:
High school or GED
YEARS OF EXPERIENCE
1+ year proven contact center/call center experience
Desired/Preferred Qualifications
College degree
3+ proven Customer Service and/or Cont! act Center experience
Siebel and AMCOM experience
Knowledge of ! HIPPA and Device Tracking Regulation
Experience working with technical information
Experience working in medical device or healthcare industry
Fluent in Spanish
Proven conflict resolution skills
Proven ability to maintain confidential information
Demonstrated ability to collaborate within a team environment
Demonstrated independent working skills
Systems knowledge: Microsoft applications (Word, Excel), internet
Proven ability to work in a changing environment
Proven ability to learn quickly
Proven ability to produce consistent high quality work
Proven negotiation skills and patience that create a positive customer experience
Demonstrated critical thinking skills to facilitate problem solving and proactive error prevention
Proven time management and organizational skills
Demonstrated critical thinking skills to facilitate problem solving and proactive error prevention
Demonstrated ability to effectively c! ommunicate verbally and in writing with customers/patients/business partners to answer questions and to resolve issues according to department protocols and requirements
Proven experience in using a computer and multiple software programs and the ability to navigate through multiple screens and programs at the same time while on the phone
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.
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.
- .
If you were eligible to this vacancy, please email ! us your resume, with salary requirements and a resume to Medtronic.
If you interested on this vacancy just click on the Apply button, you will be redirected to the official website
This vacancy starts available on: Thu, 15 Aug 2013 13:22:19 GMT