Patient Services Specialist

Additional Location(s): US-MA-Marlborough

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:

As part of the Patient Engagement Team, the Patient Services Specialist provides industry-leading technical support to US patients/consumers with a Boston Scientific device. This role helps our US customers use our products by providing immediate, accurate and up-to-date information regarding current and historical market released UroPH products. Primary focus is to educate, support and train patients/consumers through troubleshooting, problem solving and assessment of product operation. Accountable for complying with all Regulatory requirements with respect to complaint handling and maintaining the accuracy of the data within BSC business systems. This position works under limited supervision with general instructions given on new assignments. 

At Boston Scientific, we value collaboration and synergy. This role follows a hybrid work model requiring employees to be in our local office at least three days per week.

Boston Scientific will not offer sponsorship or take over sponsorship of an employment visa for this position at this time.

Your responsibilities will include:

• Engaging with inquiries received through our UroPH patient websites and BSC.com website via multiple communication pathways (inbound calls, outbound calls, email, live chat, virtual education sessions, etc).
• Align patient needs to respective patient education tools and content. This could include, providing materials most appropriate for the patient/consumer based on the product received, and connecting with field personnel to assist with troubleshooting, problem solving and assessment of product operation.
• Effectively navigate talk tracks to provide an exceptional experience and document inquiries, comments and concerns in salesforce.com database.
• Manage calendar and schedule of patients/consumers who have requested to be contacted.
• Deploy patient marketing programs and resources to those patients and consumers that contact the company or opt-in for contact which may include the distribution of letters or emails, brochures, website links, educational webinar opportunities, etc.
• Work with the Patient Education Specialists to optimize the handoff process as more is learned about needs and preferences and the consumer progresses through their patient journey.
• Collaborate with appropriate cross functional teams to inform them of relevant patient/consumer communication and resolve issues if necessary.
• Support post-op content and resource development needs.
• Assess, research, and implement changes and automations to enhance daily processes.
• With minimal supervision, report and resolve potential patient problems and complaints to improve patient education and satisfaction. 
• Build Quality into all aspects of their work by maintaining compliance to all quality requirements. Collaborate with appropriate teams to understand compliance updates and implement them within the role.

Required qualifications:

• Bachelor’s degree or equivalent work experience in related discipline
• Minimum of 3 year experience engaging with patients regarding their health treatment and education OR Minimum of 3 year experience connecting with consumers via phone
• Excellent oral and written communication skills
• Microsoft Office or comparable skills
• Experience with CRM software (Saleforce, Hubspot, etc.)
• Ability to use active listening skills and to problem-solve under challenging circumstances
• Excellent organizational skills
• Attention to detail
• Excellent customer service and interpersonal skills
• Ability to multitask and handle multiple functions concurrently
• Ability to demonstrate professionalism, efficiency, and initiative
• Ability to build relationships, cross functionally and within the team

Preferred qualifications:

• HealthCare Experience
• Bilingual: Spanish

Requisition ID: 614268 

Minimum Salary: $ 69500 

Maximum Salary: $ 132000 

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 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.

Among other requirements, Boston Scientific maintains specific prohibited substance test requirements for safety-sensitive positions.  This role is deemed safety-sensitive and, as such, candidates will be subject to a prohibited substance test as a requirement.  The goal of the prohibited substance testing is to increase workplace safety in compliance with the applicable law.