At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life

Medtronic is working to improve how healthcare addresses the needs of more people, in more ways and in more places around the world. As one company, we can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. This is the ideal opportunity to join us and be part of our commitment to the health of others.

Patient Services Supervisor will be required to lead WeCare Product Support Team, support employees, customers and business partners, contribute to the business planning process and deliver objectives aligned with the WeCare Patient Service and overall Diabetes and OUs (Operation Units) goals. You will also implement process and other improvements and influence cost savings strategies that result in significant savings for Medtronic as well as a better service for Medtronic customers, pursue and cultivate business relationships, partnerships and alliances internally, externally and virtually.

The role will require high responsibility for people management of dedicated direct reports, leading, motivating and developing employees and building a strong and effective team, including performance review, feedback and coaching, quality assurance and direct reports administrative management in company HR business system. It’s expected that good collaboration will be established with the CEMA WeCare Manager, WeCare EMEA Extended Leadership Team, Training & Quality and Quality & Compliance teams and other departments in line with WeCare work and Medtronic cooperation.
The role will be based in Prague and report to the WeCare Patient Service Hub Manager. You will work with the Prague Leadership Team on a hybrid basis (2 days in Prague’s office).

Responsibilities may include the following and other duties may be assigned:

• Plan, design and execute operational excellence in inbound and outbound calls, emails, administrative and customer-facing aspects of Patient Service, including cooperation with our service partner.
• Lead, motivate and build a high performing, effectively working team by coaching and mentoring the Product Support Helpline agents on a regular basis and lead performance conversations.
• Oversee and support the implementation of enabling technology. Maintain and develop a process library (knowledgebase) and documented procedures database. Anticipate, recognize and clearly define problems using various techniques to systematically analyse/weigh alternatives and propose solutions.
• Provide accurate feedback, data and support accurate forecast, annual and longer-range operational plans and strategy and negotiate them with OU. Use insight into customer behaviour and lever operational efficiency to achieve KPIs.
• Ensure that WeCare Patient service is experienced by our customers as accelerated and high quality. Respond to and prioritize customer facing situations, events and campaigns.
• Manage the continual introduction of technology to automate administration, data handling and create more time for customer focus. Create and analyse daily/weekly/monthly reports and share them with various stakeholders.
• Work with the EMEA Transformation team (as appropriate) to align system processes and procedures both locally and across EMEA. Deliver briefings and support the WeCare Hub Manager in preparing the daily, weekly, monthly and quarterly Plan-Do-Review meetings.

Required Knowledge and Experience:

• Proven understanding of customer needs; service and result-oriented approach with good business acumen.
• Demonstrated operations management skills including work distribution, shift and workflow design, demand-capacity modelling, productivity analyses and improvement, process improvement, grade of service management.
• Personal responsibility for learning and self-development; being comfortable with continuous change (e.g. IT improvement, new service concept, mobilizing commitment).
• Excellent communication, change management and people management skills (especially motivating teams, mobilizing commitment).
• Ability to communicate and report upwards effectively, including preparation of budgets and change requests supported by clear business/investment cases.

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 90,000+ passionate people.
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here