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 7:30am to 4:00pm PST, Monday-Friday.  No Vacation during training. 100% attendance is required.  Training will be conducted virtually from your home.

Work Mode 
At Boston Scientific, we value collaboration and synergy. This role follows a remote work model. 

Relocation
Relocation assistance is not available for this position at this time. 

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

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 education and product labeling inquiries for Neuromodulation devices.
• 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 providing complete and accurate information through the quality management system, along with 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 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
  • Assist with new and ongoing 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.
• Perform other related duties as assigned, including special projects.

Required qualifications:

• High School Diploma or GED
• 2+ Years in a customer or patient facing customer service environment
• Interest in trouble shooting and growing technical aptitude
• Empathetic approach in verbal and written communication
• Proficient in computer navigation, leveraging multiple systems simultaneously

Preferred qualifications:

• Associates degree
• 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

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: 633891

Minimum Salary: $37544  

Maximum Salary: $63856  

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.