Patient Care Specialist I

Responsibilities: — Provide service to Patients with implanted Neuromodulation devices within a contact center setting. — Support Sales Team with service needs related to implanted Patients. — Troubleshoot issues, make warranty decisions, handle complaints, and process sales orders. — Comply with all Regulatory requirements regarding complaint handling and maintain accuracy of data within Boston Scientific business systems. — Perform intake agent activities for complaints regarding Neuromodulation devices and therapy received. — Document complaints in GCMS Trackwise quality management system and manage related follow-up activities. — Document call interactions into Sales Force for visibility of all service contact events. — Provide service to Patient Care Field Sales Team including fielding information, order and RGA requests from patients, updating contact information, sending replacement ID cards, connecting patient candidates to local reps, physicians and ambassadors, registering patients for local events. — Design and carry out various field studies related to market released products. — Perform Sales Order entry into SAP system for warranty and out-of-pocket replacement devices. — Consistently perform assigned duties following defined processes and best practices. — Coach, mentor, share best practices, train as needed, and suggest process improvements. — Perform other related duties including special projects. Requirements: — Associate Degree OR High School GED with 2+ years in a customer or patient-facing customer service environment. — Interest in troubleshooting and growing technical aptitude. — Empathetic verbal and written communication skills. — Proficient in computer navigation, able to leverage multiple systems simultaneously. — Ability to successfully complete Patient Care training classes and demonstrate proficiency. — Availability to work 40 hours/week Monday-Friday with flexible 8-hour shifts between 5:00 am and 5:15 pm PST, including lunch and breaks, with flexibility for overtime. — Telecommuting requirements: dedicated work area separated from living areas ensuring information privacy, high-speed internet connection, and alternative work arrangements for power or internet outages. Preferred Qualifications: — Contact center experience. — Experience in hospital, physician’s office, or medical field support. — Experience in medical device sector or other sectors with privacy and quality regulatory requirements. — Strong communication, problem-solving, time management, and multitasking skills. — Ability to navigate complex customer interactions with empathy and efficiency. Work Environment: — Frequent speaking and listening using a headset, sitting, use of hands/fingers on keyboard or mouse, long periods working at a computer. Benefits: — 8-10 weeks of paid virtual training from home. — Hourly base pay range $24.50-25.50 plus variable compensation such as overtime, shift differential, and annual bonus target (subject to eligibility). — Comprehensive core and optional employee benefits. Additional Information: — Compliance with COVID-19 vaccination proof may be required for certain US-based roles. — Equal opportunity employer committed to diversity and inclusion. — Training hours are 8:00 am to 4:30 pm PST Monday-Friday with 100% attendance required and no vacation during training. — Requisition ID: 637753.