Patient Success & Retention Specialist

BPN-MiniMed Netherlands B.V.; Heerlen; On-site; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Flexible benefits package

Wide range of employee resources

Job summary

MiniMed Netherlands B.V. is seeking a Patient Services Representative to support onboarding and ongoing care for people living with diabetes. You will handle inbound and outbound calls and emails, aiming to retain new patients and ensure a smooth journey.

You will collaborate with other departments, monitor patient data, and help patients access learning resources. Fluent Dutch and English, plus strong multitasking and basic math skills, are essential for success in this role.

Qualifications

• Bachelor's degree OR at least 1 year of customer service or support experience in a contact center, office or helpdesk environment or relevant work experience.
• Multilingual Dutch & English fluent
• Effective multi-tasking (navigating between programs to access customer data and input text during call)
• Basic to intermediate level of math skill required to assist customers with their vital statistics
• Diabetes and Therapy Knowledge preferable

Responsibilities

• Partner with The Field to onboard patients, monitor and intervene with 'at risk' patients when necessary
• Monitor Helpline call activity, online learning activity, and data to identify patients that may need additional support and direct to appropriate group for intervention
• Measure success through monitoring patient retention, patient learning metrics, quality scores and customer satisfaction ratings
• Cooperate and coordinate with team members encouraging positive work environment, adapting to changing situations, environments, and various shifts to meet customer needs
• Manage time effectively by prioritizing calls, follow-up and administrative tasks to achieve team and individual Key Performance Indicators (KPI)

Education

Bachelor's degree

Job description

MiniMed Netherlands B.V. is seeking a Patient Services Representative to support onboarding and ongoing care for people living with diabetes. You will handle inbound and outbound calls and emails, aiming to retain new patients and ensure a smooth journey.

You will collaborate with other departments, monitor patient data, and help patients access learning resources. Fluent Dutch and English, plus strong multitasking and basic math skills, are essential for success in this role.