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Patient Care Manager I Job

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Date: Jul 21, 2021

Location: Valencia, CA, US, 91355

Company: Boston Scientific

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Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - Caring - 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:
This Patient Care Manager will manage multi-disciplinary teams focused on supporting Neuromodulation patients, field staff, and physicians.  You will coach and develop staff for future advancement, monitor key performance indicators within multi-channel system, and lead teams to constantly improve upon the customer experience. What makes Boston Scientific’s Neuromodulation division so special? We've seen the difference that neuromodulation technologies, such as spinal cord stimulation and deep brain stimulation can make. As a global leader in neurological devices, we strive to improve every life we touch through our dedication to innovation, our commitment to people, and our passion for performance.


Your responsibilities will include:

  • Coach and develop staff, provide training and career guidance to maintain a high level of employee satisfaction.
  • Ensure that all customer calls are handled by staff in a professional, courteous, and efficient manner.
  • Possess strong, proactive leadership skills and a passion for improving the customer experience.
  • Work with team members to meet daily and monthly metrics for contact performance, technical accuracy, meeting regulatory requirements, and customer experience.
  • Work with Sales, Marketing Directors and VPs to understand how service is perceived and evaluate opportunities for improvement on a continuous basis.
  • Build a customer-centric approach to all systems and procedures that will seek constant improvement in both compliance and the customer experience.
  • Partner with different functions such as I.T., Quality, Sales, and Marketing to ensure that all ‘systems’ are supporting the customer-centric approach and in compliance with all regulatory demands.
  • Maintain strict compliance with all HIPAA and patient privacy regulations.
  • Execute on cross-functional initiatives such as new product launches, patient Digital Health Apps, digital engagement programs, product and service evaluations, and other similar initiatives.
  • Execute on senior management’s strategic direction.  Provide regular status updates such as QBRs on progress of the team to meet goals and initiatives.
  • Manage 3rd party vendors who provided additional services or programs to customers.  Ensure vendors meet KPIs and are seamlessly integrated into the customer experience. 
  • Develop and/or hire a core group of future leaders for the Patient Care team.


Required Qualifications:

  • Bachelor’s degree plus 5 years of related work experience, or an equivalent combination of education and work experience.
  • Minimum of two years direct supervisory experience in a high-volume setting
  • Ability to interact with various levels of leadership and stakeholders (from sales associates to business leadership) on a variety of tasks
  • Ability to work independently, as well as part of a team
  • Ability to influence without authority
  • Proficiency in data management
  • Excellent written and verbal communication skills


Preferred Qualifications:

  • Experience with Salesforce (Service & Sales Cloud)
  • Training and/or experience in marketing and/or sales
  • Medical device experience


Requisition ID: 481293


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 is proud to be an equal opportunity and affirmative action employer.


Boston Scientific maintains a drug-free workplace. Pursuant to Va. Code § 2.2-4312 (2000), Boston Scientific is providing notification that the unlawful manufacture, sale, distribution, dispensation, possession, or use of a controlled substance or marijuana is prohibited in the workplace and that violations will result in disciplinary action up to and including termination.


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