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Medtronic
,
Watford, Hertfordshire
MiniMed Care Administrator - Diabetes
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Job Type: Full-time |
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Overview
Careers that Change Lives At Medtronic we are now looking for an Administrator to join our Diabetes MiniMed Care team in Watford. In this role you will ensure all necessary administration for Diabetes MiniMed Care is completed in a timely and accurate way. You will provideefficient order, dispatch and stock administration for all replacement belt clips, loans and repair cases handled by Product Support - following a prioritized workflow. You will also send scheduled letters or email communications to new and existing customers in line with defined engagement plans. The secondary purpose of the role is to handle overflow calls routed from Product Support during times of peak demand (i.e. when Product Support Specialists are unavailable to take calls). As an Administrator you will report to the Team Leader - MiniMed Care UK, Ireland & South Africa, who will set objectives and expectations and carry out performance reviews. On a day-to-day basis, direction on technical or process issues or escalations will be provided by the Team Leader or MiniMed Care Senior in their absence. The Training & Quality Manager will provide required training on contact handling procedures for HCPs, quality standards and system usage. Main responsibilities: To carry out (to a prioritized workflow) the administrative tasks required to complete: o holiday loaner pump orders, amendments and follow-up; o ordering and dispatch of loaner products; o ordering and dispatch of replacement products. To carry out regular stock checks and ensure timely replenishment ordering. Database cleaning and maintenance, and ad hoc data cleaning tasks. To send scheduled written communications to new and existing customers in line with defined engagement plans. To maintain accurate and up-to-date customer accounts, capturing minor changes. To respond to internal phone or email queries from Territory Managers and Medtronic Health Care Professionals. To handle inbound overflow calls routed from Product Support during peak demand times (in line with training given by the Training & Quality Manager). Handle returning products and booking collections. Must Haves Minimum of 2 years’ experience in a comparable role in a customer support operation that ideally:, involved set up and maintenance of customer accounts and management of payments and invoicing, ideally where funding source was a third party (not end user). involved handling payment or invoicing queries by phone or email, i.e. not pure back-office role. Proven strong administrative and self-organisation skills: a starter-finisher with persistence and attention to detail, Proven ability to record and present information clearly and in concise, grammatically correct language - both verbally and written A demonstrable record of high performance on compliance with defined financial, administrative and contact handling procedures Flexible attitude, comfortable switching between admin tasks and handling overflow calls routed from Product Support Competency using headset and computer simultaneously to navigate between screens and software to required information and data, and to input text/data accurately while on-call Skilled user of CRM/SAP systems to retrieve or enter required data MS Office proficiency (Excel, Word) at intermediate level as a minimum Nice to Haves Second language in Spanish, Portuguese, Italian, Swedish, Finnish, Danish, Norwegian or Afrikaans. Diabetes and Therapy Knowledge. Experience using: SAP and MS Office suite (Word, Excel, Outlook). Experience troubleshooting medical equipment/services in contact center/helpdesk. Experience in using HTML/ Bulk email software. Good understanding of GDPR/ data regulations.