Patient Care Specialist I

Neuromodulation Service Representative

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.

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.

This role follows a remote work model.

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

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 troubleshooting 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