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.

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 (4:50 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: 594502

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

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 prohibited substance 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.

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.