Cedric Chapelin
MiniMed
Maastricht
19
years of professional experience
Detail-oriented Patient Service & Onboarding Specialist with over 3 years in medical device support and 13 years in clinical healthcare. Supports diabetes patients with technical assistance, onboarding, and complaint resolution. Leverages clinical expertise and effective communication skills to enhance patient experiences. Bilingual in French and English, with working proficiency in Dutch, navigating complex regulatory environments with ease.
Work History
Patient Service Representative III & Onboarding Specialist
4 Months- Led onboarding for new diabetes patients onto MiniMed insulin pump systems, facilitating seamless product adoption and enhancing first-use experience
- Delivered expert technical support using in-depth disease and therapy knowledge, ensuring compliance with SOPs and quality standards
- Consistently meet or exceed KPIs including call quality scores, response times, and first-contact resolution rates
- Coordinated return flow management for diabetes devices, performing quality analysis and maintaining thorough documentation
Patient Service Representative III
3 Years 8 Months- Provided advanced technical and product support to Medtronic Diabetes customers across European markets, resolving inquiries related to device operation, troubleshooting, warranty, and accessories
- Achieved above-target compliance with call quality standards and managed call prioritization to meet team and individual KPIs
- Aligned customer solutions with Standard Operating Procedures and documented feedback and troubleshooting outcomes in CRM systems
- Served as knowledge resource for product and system updates; participated in ongoing training to sustain expert-level proficiency
Technical Service Representative
1 Year 1 Month- Delivered bilingual (French/English) B2B and B2C technical support for connected mobility services, resolving complex escalations with dealers and customers
- Tracked, escalated, and resolved high-priority technical cases using CRM and case management systems across departments
- Supported team performance goals in fast-paced, multicultural service environment
Consultant, Senior & Associate Osteopath
13 Years 3 Months- Consultant Osteopath (September 2018 – January 2021)
- Provided specialist osteopathic care, performing comprehensive patient assessments and developing personalised treatment plans while educating patients across a full caseload
- Led clinical team meetings, case reviews, and peer audit initiatives; developed and implemented clinical protocols
- Contributed to research projects and knowledge-sharing through case studies and conference presentations
- Senior Osteopath (December 2015 – September 2018)
- Mentored junior clinicians and led team-wide training on best practices and clinical standards
- Managed quality improvement initiatives and ensured regulatory compliance for clinical records and patient interactions
- Associate Osteopath (October 2007 – December 2015)
- Established and maintained a full patient caseload, enhancing skills in patient-centred assessment, manual therapy, and self-management education
Vice Principal & Director of Resources
5 Years 4 Months- Led academic operations for higher education degree program; managed curriculum design, faculty oversight, and ensured accreditation compliance
- Managed institutional budget and resource allocation; identified external funding opportunities and coordinated grant applications
- Improved student retention and success rates through targeted support programs and structured faculty development initiatives
Education
B.Ost - Osteopathic Medicine & Osteopathy
Skills
Patient care
Clinical & Medical
Customer & Technical Support
CRM & Support Systems
Quality management
Technical Troubleshooting
Regulatory Compliance (SOPs)
Performance management
Training Development
Team Mentorship & Coaching
Resource management
Strategic Planning
Disease & Therapy Knowledge
Curriculum Development
Resource Allocation
LANGUAGES
English Native / Full Professional
French Native / Full Professional
Dutch B1/B2 — Upper Intermediate
Timeline
Patient Service Representative III & Onboarding Specialist
MiniMed
03.2026 - CurrentRead More
Patient Service Representative III
Medtronic
07.2022 - 03.2026Read More
Technical Service Representative
Mercedes-Benz Customer Assistance Center Maastricht NV
05.2021 - 06.2022Read More
Vice Principal & Director of Resources
Millennium Performing Arts Ltd.
09.2014 - 01.2020Read More
Consultant, Senior & Associate Osteopath
Fulham Osteopaths
10.2007 - 01.2021Read More
British School of Osteopathy - UCO
B.Ost from Osteopathic Medicine & Osteopathy
Read More