Outbound Patient Experience Representative - Digital Home Healthcare Technology (Veterans Focus)
Medtronic
Summary
This position is remote to enhance our competitive edge and expand our cross-functional collaboration efforts. It is open to candidates within the United States. We are seeking an Outbound Customer Experience Representative for our Veterans Experience Team to join a mission driven team focused on supporting home health monitoring patients, primarily U.S. veterans and the clinicians, caregivers, and VA staff who care for them. As part of the Acute Care & Monitoring organization, your work directly supports continuity of care, clinician confidence, and patient outcomes.
Job description
A Day in the Life
This position is remote to enhance our competitive edge and expand our cross-functional collaboration efforts. It is open to candidates within the United States. We are seeking an Outbound Customer Experience Representative for our Veterans Experience Team to join a mission driven team focused on supporting home health monitoring patients, primarily U.S. veterans and the clinicians, caregivers, and VA staff who care for them. As part of the Acute Care & Monitoring organization, your work directly supports continuity of care, clinician confidence, and patient outcomes.
Schedule: Monday – Friday, 8 am - 4:30 pm central (flexibility for a later start time if needed)
Who You’ll Support
- U.S. veterans using home health products
- Family members or caregivers
- VA care coordinators, nursing staff, and program support assistants
Key Responsibilities
- Make 100-150 outbound engagement calls daily to patients.
- Respond to customer product inquiries, issues, or malfunctions via telephone and chat sessions, with phone support as the primary channel.
- Troubleshoot customer concerns and issues raised during training, product use, or product malfunctions, as well as software applications, and recommend appropriate corrective actions.
- Apply strong interpersonal skills and product knowledge to effectively respond to and resolve customer inquiries.
- Document customer interactions, troubleshooting steps, and recurring product issues clearly and accurately to support product quality initiatives and product development efforts.
- Utilize internal knowledge bases and collaborate with teammates through chat and escalation channels to resolve complex issues.
- Escalate unresolved or advanced technical issues to team leads or senior support resources as needed.
Minimum Qualifications
- Minimum of 4 years of relevant work experience (college degree not required).
- Prior experience in a help desk, technical support, or product support environment
- Ability and willingness to successfully complete VA background clearance, including fingerprinting at a VA Medical Center shortly after hire.
Preferred Qualifications
- Experience working with veterans, healthcare systems, or government clients
- Experience supporting healthcare, medical devices, or regulated products
- Relevant experience may include customer service, call center support, help desk, technical support, healthcare support, or other phone-based service roles.
- Demonstrated comfort handling high-volume phone-based customer interactions.
- Strong verbal communication, listening, and problem-solving skills.
- Ability to communicate effectively with both clinical and non-clinical audiences.
- Familiarity with knowledge base tools (e.g., Confluence or similar platforms)
- Comfortable working in multiple systems simultaneously
- Comfortable multitasking
Requirements
- Minimum of 4 years of relevant work experience
- Prior experience in a help desk, technical support, or product support environment
- Ability and willingness to successfully complete VA background clearance, including fingerprinting at a VA Medical Center shortly after hire
- Experience working with veterans, healthcare systems, or government clients
- Experience supporting healthcare, medical devices, or regulated products
- Demonstrated comfort handling high-volume phone-based customer interactions
- Strong verbal communication, listening, and problem-solving skills
- Ability to communicate effectively with both clinical and non-clinical audiences
- Familiarity with knowledge base tools (e.g., Confluence or similar platforms)
- Comfortable working in multiple systems simultaneously
- Comfortable multitasking
Benefits
- 401(k) Matching
- Medical, Dental & Vision
- Paid Time Off
- Paid Holidays
- Tuition Assistance
- Paid Family Leave
- Paid Parental Leave
- Employee Stock Purchase Plan
- Employee Assistance Program
- Short-Term Disability
- Long-Term Disability
- Health Savings Account
- Annual Bonus 5%
- Overtime Available
Company overview
Medtronic is a global healthcare technology leader and one of the world's largest medical device companies, founded in 1949 in Minneapolis, Minnesota. The company operates in over 150 countries and employs more than 90,000 people worldwide. Medtronic's mission is to alleviate pain, restore health, and extend life through innovative medical technologies. The company develops and manufactures devices and therapies to treat more than 70 health conditions, including cardiac devices, cranial and spine robotics, insulin pumps, surgical tools, patient monitoring systems, and more. With a rich history that began with the invention of the battery-powered pacemaker, Medtronic has grown into a diversified healthcare technology company with four main business units: Minimally Invasive Therapies Group, Diabetes Group, Restorative Therapies Group, and Cardiac and Vascular Group. The company's therapies help approximately 72 million people annually and represent a significant force in advancing medical technology to address some of humanity's most challenging health problems.