Patient Care Specialist I
Boston Scientific
Summary
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.
Job description
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.
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.
- 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.
Requirements
- 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 (5:00 am to 5:15 pm PST)
- 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
Benefits
- Paid training
- Annual bonus target
- Health insurance
- Core and optional employee benefits
Company overview
Boston Scientific Corporation is a global leader in the development, manufacturing, and marketing of minimally invasive medical devices used in interventional medical specialties. Founded in 1979 and headquartered in Marlborough, Massachusetts, the company focuses on transforming patient lives through innovative medical solutions across a wide range of therapeutic areas including cardiology, endoscopy, urology, pulmonology, and neuromodulation. With approximately 53,000 employees worldwide and operations in 40 countries, Boston Scientific serves over 44 million patients annually. The company invests heavily in research and development, allocating $1.6 billion to R&D in 2024, and maintains a strong commitment to quality, patient safety, and meaningful innovation. Boston Scientific's product portfolio includes advanced technologies such as cardiac rhythm management devices, coronary stents, ablation systems, endoscopy equipment, and neuromodulation therapies, all designed to improve patient outcomes and quality of life through less invasive treatment options.