Guardian Connect (GC) Team Lead

Are you passionate, dedicated, motivated and looking for a new challenge?

Bring your expertise and join our world-class customer service team as a Guardian Connect Team Lead to support a Guardian Connect Supervisor leading a Medtronic Guardian Connect team within the Diabetes Group.

Guardian Connect is a team of energetic and enthusiastic Sales and Process experts who are at the frontline with our patients. This dynamic team proactively provide customers with a tailored onboarding experience that supports their transition to Medtronic therapies. This service and support team requires a leader to stay abreast of products, program touchpoints and healthcare industry topics that may be leveraged to drive positive change.

Our talented group of Guardian Connect team members respond to inbound and outbound inquires while working with internal and external stakeholders to guide patients through product issues. We need a team lead with a positive attitude, energy and enthusiasm to be a subject matter expert on processes and procedures. Leadership in this role will help drive engagement, teamwork and support for questions, escalations and reward and recognition initiatives.

Come for a job, stay for a career.

We are looking for a new colleague to join our Guardian Connect Team in San Antonio, TX.

A Day in the Life

-You will create capacity for the supervisor to focus on coaching and development reps on the sales call to increase our capture rates on Out of Warranty (OOW), campaigns, and digital sales.

-You will assist with salesforce and centricity pipeline reviews digging in and providing root cause analysis and feedback to representatives

-You will listen in on pipeline review calls with processing and field team and provide input and expertise on process improvement

-You will partner with processing and distributor consultants to identify distributor opportunities and to help improve cycle times through collaboration and root cause analysis

-You will manage small projects and pilot programs

-You will collaborate and build cross-departmental relationships with insurance verification, returns, marketing, IT issues with salesforce and GE

-You will provide feedback and support that motivate and develop a team of Guardian Connect Representatives to achieve key performance metric goals, blending customer service and problem-solving skills with an understanding of the customer experience, to achieve customer retention goals.

-You will ensure effective routines, department protocols and systems are in place, monitored and adhered to drive consistent execution of ongoing operations, processes, and programs according to schedule.

-You will actively contribute to action plans and development needs of the department and help maintain engagement for short-term and long-term department needs, including review of computer systems, trainings, facilities and supplies.

-You will conduct, facilitate and actively participate in team, department, company and team meetings. In addition, your subject matter expertise (SME) will be leveraged for projects.

-You will serve and represent department as a back-up/support leader in the absence of a Supervisor.

-You will support employee performance efforts and development by conducting side by sides, monitoring performance and process expectations, providing ongoing feedback and observing quality performance evaluations to develop effective teams.

-You will train and coach employees to effectively manage assigned group of patients based on program guidelines to drive higher retention rates of patients on our therapies.

-You will foster a work environment conducive to excellent transactional quality, staff productivity, customer service, learning, teamwork, execution and accountability.

-You will establish and maintain partnerships with the field sales team, interdepartmental teams and clinical staff

-We all play an important role to support the Mission in Medtronic and we need the best colleague on board to help us achieve the Mission.

Basic Requirements:

- Bachelor's degree

- Previous experience supporting (i.e. managing, mentoring, coaching or leading) individuals or a team

- Proven learning agility and flexibility experiences

- 1+ years of customer service experience.

Nice to Have

- Comfortable with technology, and quick to learn new technologies/solutions or potential ways to communicate with and contribute to our patient's success

- Excellent verbal and written communication skills using various methods

- Proficiency in using a computer to navigate through multiple screens, systems, and programs to document and comprehend information.

- Experience in the medical device industry

- Extensive knowledge of Medtronic diabetes products and therapies

- Experience in leading virtual or remote employees.

- Experience communicating with employees and customers to resolve issues and answer questions timely and accurately.

- Demonstrated ability to use good judgment and sound business decisions when dealing with unfamiliar, unusual or escalated customer situations.

- Demonstrated high level of performance

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. Let's 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)

Additional Information

• Posting Date: Oct 26, 2020
• Travel: No