Patient Care Specialist I

Additional Location(s): N/A

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.

About the role:
Provide service to Patients with implanted Neuromodulation devices within a contact center setting. Support Sales Team with service needs related to implanted Patients. Services provided include but are not limited to troubleshooting, warranty decisions, complaint handling and sales orders. Accountable for complying with all Regulatory requirements with respect to complaint handling and maintaining the accuracy of data within BSC business systems.

We offer 8-10 weeks of paid training. The hours during training will be 8:00am to 4:30pm PST, Monday-Friday. No Vacation during training. 100% attendance is required. Training will be conducted virtually from your home.

Your responsibilities will include:

• Service Patients experiencing issues by taking calls and leveraging technical knowledge and patient focused communication to troubleshoot and resolve issues.
• Assist Patients with general and labeling inquiries for Neuromodulation products, leveraging technical knowledge and Patient focused communication to
• Perform intake agent activities for complaints regarding Neuromodulation devices and therapy received through troubleshooting calls, general and labeling inquiries, and all other contact modes. Ensure compliance with regulatory requirements for complaints by documenting them in GCMS Trackwise quality management system, and managing related follow up activities.
• Perform documentation of call interactions into Sales Force to enable visibility to all service contact events.

Provide service to Patient Care Field Sales Team for following requests:

• Field information, order and RGA requests from patients
• Update contact information
• Send out replacement ID cards
• Connect patient candidates to local reps, physicians and ambassadors
• Register patients for local events Design and carry out various field studies related to various market released products.
• Perform Sales Order entry into SAP system for warranty and out-of-pocket replacement devices, ensuring Patient therapy is continued.
• Consistently perform assigned duties following defined processes and best practices.
• Coach and mentor, share best practices; train as needed, suggest process improvements
• Perform other related duties as assigned, including special projects.

Required qualifications:

• Associate Degree OR High School GED combined with 2+ Years in a customer or patient facing customer service environment
• Interest in troubleshooting and growing technical aptitude
• Empathetic approach in verbal and written communication
• Proficient in computer navigation, leveraging multiple systems simultaneously
• Ability to successfully complete the Patient Care training classes and demonstrate proficiency of the material
• Available to work (40 hours/week) Monday-Friday. Flexible to work any of our 8 hour shift schedules during our normal business hours of (5:00 am to 5:15 pm PST) where lunches and breaks are scheduled, with flexibility to adjust daily schedule and work over-time, as needed

Telecommuting Requirements:

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive high-speed internet connection
• Have alternative work arrangement in the event of extended power or internet outages

Preferred qualifications:

• Contact center experience
• Hospital, physician’s office, or medical field support experience
• Experience working in medical device sector or other sector with privacy and quality regulatory requirements
• Strong communication and problem-solving skills
• Ability to navigate complex customer interactions with empathy and efficiency
• Time management, and multi-tasking skills

Physical and Work Environment:

• Frequent speaking, listening using a headset, sitting, use of hands / fingers across keyboard or mouse, long periods of working at a computer

The anticipated hourly base pay range for this full time position working at this location will be $24.50-25.50/hour, plus variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements) and the value of core and optional employee benefits being offered at Boston Scientific (BSC), which can be reviewed at www.bscbenefitsconnect.com. At BSC, it is not typical for an individual to be hired near the bottom or top of the anticipated pay range. BSC considers various factors in determining actual compensation for this position at the expected location. Actual compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, and other relevant business or organizational needs. Actual compensation may be otherwise adjusted if the position is filled outside of the intended geographic location.

Requisition ID: 637753

Minimum Salary: $[[cust_salaryMin]]

Maximum Salary: $[[cust_salaryMax]]

The anticipated compensation listed above and the value of core and optional employee benefits offered by Boston Scientific (BSC) – see www.bscbenefitsconnect.com—will vary based on actual location of the position and other pertinent factors considered in determining actual compensation for the role. Compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, among other relevant business or organizational needs. At BSC, it is not typical for an individual to be hired near the bottom or top of the anticipated salary range listed above.

Compensation for non-exempt (hourly), non-sales roles may also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

Compensation for exempt, non-sales roles may also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).

For MA positions: It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.

Boston Scientific transforms lives through innovative medical technologies that improve the health of patients around the world. As a global medical technology leader for more than 45 years, we advance science for life by providing a broad range of high-performance solutions that address unmet patient needs and reduce the cost of healthcare. Our portfolio of devices and therapies helps physicians diagnose and treat complex cardiovascular, respiratory, digestive, oncological, neurological and urological diseases and conditions. Learn more at www.bostonscientific.com and follow us on LinkedIn.

Boston Scientific Corporation has been and will continue to be an equal opportunity employer. To ensure full implementation of its equal employment policy, the Company will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.

Please be advised that certain US based positions, including without limitation field sales and service positions that call on hospitals and/or health care centers, require acceptable proof of COVID-19 vaccination status. Candidates will be notified during the interview and selection process if the role(s) for which they have applied require proof of vaccination as a condition of employment. Boston Scientific continues to evaluate its policies and protocols regarding the COVID-19 vaccine and will comply with all applicable state and federal law and healthcare credentialing requirements. As employees of the Company, you will be expected to meet the ongoing requirements for your roles, including any new requirements, should the Company’s policies or protocols change with regard to COVID-19 vaccination.