Customer Care Rep IV

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.       

Shift Hours: 7:00 AM to 3:30 PM PST or 9:30 AM to 6:00 PM PST 

About the role: 
Provide support, guidance and troubleshooting to the SNM (sacral neuromodulation) patients and HCP (healthcare professionals) customer base. Provide problem resolution, Doctor Locator, and potential patient inquiry services to external patients, and external and internal customers. Manage incoming and outgoing patient and HCP telephone calls for support, troubleshooting, and proper inquiry resolution. At Boston Scientific, we value collaboration and synergy. This role allows a hybrid work model, requiring employees to be in our local office at least three days per week.(This only applies to hybrid roles. If this position is not hybrid, it will be deleted.) Relocation assistance is not available for this position at this time. Boston Scientific will not offer sponsorship or take over sponsorship of an employment VISA for this position at this time.
 

Your responsibilities will include:

• Assists with processing internal orders for inventory transfer management, Wet Lab, and SNM Demo order support for the warehouses and the field.
• Manage department resources to ensure proper support to patients and HCPs.
• Create, modify, implement, and train on business to ensure quality customer interactions.
• Process and manage the execution of patient orders for replacement therapy items.
• Process and manage the execution of internal orders for manufactured products to BSC warehouses, and Wet Lab and Demo replacement orders for the field. 
• Enforce product allocation strategies and resolve order processing problems with internal and third-party vendors.
• Arrange direct air and courier shipments of product when emergency shipments are required to meet field or patient needs.
• Support all standard and special-order processing to ensure product is shipped to the warehouses and patients accurately and timely, i.e. packs, mass shipments, capitated accounts.
• Accurately and meticulously detail the data entry of patient and HCP telephone calls and web inquires to maintain detailed data records for patient, backup, and auditing purposes.
• Identify, define, resolve, and document patient care and HCP complaints to assist in preventative and corrective actions.
• Triage and respond to external patient and HCP calls through the SNM telephone line.
• Coordinate messages and follow-up from internal/external patients and HCPs to the Boston Scientific/SNM sales force by email, Teams chat, and cell phones.
• Be a subject matter expert in all SNM Patient Care support and troubleshooting.
• Provide suggestions to improve current processes.
• Maintain a professional presence in all situations by asking and providing information per procedures.
• Champion consistency on Patient Care Center processes throughout the team.
• Provide guidance and/or training on business and system processes to other Patient Care Center Specialists
• In all actions, demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures.

Required qualifications:

• 3-5 Years with High School Diploma and/or equivalent experience, training , or apprenticeships

Preferred qualifications: 

• Bachelor’s Degree

Requisition ID: 610703

Minimum Salary: $48464  

Maximum Salary: $82368  

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.

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!

At Boston Scientific, we recognize that nurturing a diverse and inclusive workplace helps us be more innovative and it is important in our work of advancing science for life and improving patient health. That is why we stand for inclusion, equality, and opportunity for all. By embracing the richness of our unique backgrounds and perspectives, we create a better, more rewarding place for our employees to work and reflect the patients, customers, and communities we serve. 

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 identify, 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.