Description
Oversee the Certified Product Trainer (CPT) program ensuring day to day tasks are accomplished by team members, interacting with both field and contracted CPT employees to communicate information vital to the patient training process, and overseeing projects related to District Clinical Managers (DCMs) and CPTs. This role also partners with stakeholders on projects and communications to the field clinical team, drives IT projects related to the team, interacts with various departments on a regular basis, troubleshoots issues as necessary and implements ways of improving and making processes more efficient. -Assisting with developing and executing CPT portal improvement and enhancement projects with IT and report on progress. Troubleshoot and perform testing of changes/enhancements. Develop and delivery necessary training. -Assisted with developing and executing on Compass improvement and enhancement projects with IT that relate to DCM training assignments and CPT Portal integration and report on progress. Troubleshoot and perform testing of changes/enhancements. -Provide professional communication with the field employees and CPTs. This includes phone calls, emails, and presenting in CORE Training. -Lead employees who handle CPT payments, CPT certification process and the device loaner program to include weekly 1:1s, providing feedback, managing schedules, and serving as proxy on all relevant tasks. Discuss weekly and report any areas of concern to manger. -Ensured product training contracts and payments are being processed in a timely manner and Service Level Agreements are continually met. -Lead in the interview process when hiring both new and temporary employees. Responsible for their successful on-boarding and training. -Analyze and streamline processes for CPT payment, certification and contract processes. -Work cross-functionally with various internal departments to develop strategy and ensure field employees/CPT needs are met and business objectives are achieved. -Organized and lead project team initiatives as assigned. Team Lead StartRight- January 2014 - May 2014: Promoted to be an influential leader in StartRight, manage change, mentor representatives, and provide expert advice on special projects. Position Responsibilities - -Interim Supervisor for 3 teams when supervisors are absent, provided daily/weekly call and task stats to team, delivered feedback to representatives, ensured call coverage, and kept teams up to date on critical information. -CareLink Specialist: Pilot program for Specialized CareLink Touch point. I discussed specific behavior patterns discovered by R&D to enhance customer Enlite experience. -Provided feedback on Pilot Program Scripting targeting Aetna/Type 2 customers. The goal: follow these customers for 1 year to show Aetna importance of pump therapy for Type 2 customers. -Lead team meetings, coached representatives, identified process flow road blocks and implemented efficient process flow steps. -Participated in leadership meetings and Call Quality Reviews to ensure Medtronic's high Quality Standards are met by StartRight Representatives when talking with customers. -Delegated work load to teams as representatives had capacity to assist with calls. -Managed 2 large volume territories with StartRight Representative Responsibilities, see below, and performed above duties. StartRight Representative- February 2011 - January 2014: Promoted to help start, create and develop process' that help create positive relationships with patients and Medtronic Diabetes Field Nurses. Position Responsibilities - -To drive higher retention rate of new patients in their first 6 months of insulin pump and/or continuous glucose monitoring through dynamic outbound calls at various points of therapy and inbound calls related to: Product Education, Patient Assessment, Additional factors such as diet, exercise and lifestyle, goal setting, barrier identification and coaching -Partnered with assigned Diabetes Clinical Managers and Certified Product Trainers to on board patients, meet individual needs of HCP's and patients in assigned territories, monitor and intervene with "at risk" patients when necessary -Assist patients with setting goals/realizing goals and identifying/overcoming concerns in the first 6 months of therapy to help ensure successful therapy outcomes. -Used dynamic communication skills to identify patients' unmet needs, "pain points" and utilize objection handling techniques to communicate with patients -Identify/Transfer/Report product complaints, Highs/Lows, and some reeducation that patients inform me about -Monitor Helpline call activity, product ordering information, MyLearning activity, and CareLink data to identify patients that may need additional support and direct to appropriate group for intervention and support -Measure the success of the efforts through monitoring patient retention, patient learning metrics, quality scores and customer satisfaction ratings -Facilitate resolutions and follow up on other transactions as needed in the first 6 months such as product complaints, supply ordering and billing issues. -Provide constructive input on SalesForce development, touch points, and patient experience. -Flexible with constant changes that occur with a new and developing department. -Used Centricity, SAP, COMPASS, SalesForce, MMSales, Impact 360, and Cisco in every day job functions. StartRight Awards * Celebrating Excellence: StartRight Pilot Member FY13 - StartRight Representative of the Month: July 2013 - Most Enthusiastic: Start Right Training March 2012 StartRight Above and Beyond: - Sent to New Orleans to help facilitate and speak to HCP's, CDE's, and CPT's about StartRight and help with MiniMed 530G with Enlite Certification for the Gulf Coast District -Sent to Northridge for 1 week to mentor Northridge new hire class, assisted them with making calls and getting comfortable on the phones with patients. -Selected for the first StartRight Mentoring Program, while maintaining better than a 95% QA score on calls -Team Captain when Supervisor is absent: Distributed work as needed, lead huddles, answered process and situational questions from team, spoke to difficult customers, kept team productive and motivated. -Shadowed by many newly trained SR's to show best practices for processes, patient and clinical field interactions -Selected by Carolyn Clavin to help streamline and reduce some of the un-needed tasks and processes performed by SR's to give them more time to reach more patients.
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