Patient Care Specialist I

Boston Scientific • , CA

8h • $25 - $26 • Remote

About The Position

Provide service to patients with implanted Neuromodulation devices in a contact center setting and support the Sales Team with service needs related to implanted patients. Services include troubleshooting, warranty decisions, complaint handling, and sales orders. The role is accountable for complying with regulatory requirements for complaint handling and maintaining accurate data in Boston Scientific business systems.

The position includes 8–10 weeks of paid virtual training from home, Monday through Friday, 8:00 a.m.–4:30 p.m. PST. Vacation is not permitted during training, and attendance is required. After training, the schedule is 40 hours per week, Monday through Friday, with flexibility to work any eight-hour shift during normal business hours of 5:00 a.m.–5:15 p.m. PST. Daily schedules may be adjusted, and overtime may be needed.

This is a telecommuting role. Employees must have a dedicated work area separated from other living areas that provides information privacy, live somewhere with access to high-speed internet, and have an alternative work arrangement for extended power or internet outages.

Requirements

• Associate degree, or a high school diploma/GED combined with at least 2 years of experience in a customer- or patient-facing customer service environment.
• Interest in troubleshooting and developing technical aptitude.
• Empathetic verbal and written communication.
• Proficiency navigating computers and using multiple systems simultaneously.
• Ability to successfully complete Patient Care training classes and demonstrate proficiency in the material.
• Availability to work 40 hours per week, Monday through Friday, on any eight-hour shift within normal business hours of 5:00 a.m.–5:15 p.m. PST, with flexibility to adjust the daily schedule and work overtime as needed.
• A dedicated work area separated from other living areas that provides information privacy.
• Residence in a location with access to high-speed internet.
• An alternative work arrangement in case of extended power or internet outages.

Nice To Haves

• Contact center experience.
• Experience supporting a hospital, physician’s office, or medical field.
• Experience in the medical device sector or another sector with privacy and quality regulatory requirements.
• Strong communication and problem-solving skills.
• Ability to manage complex customer interactions with empathy and efficiency.
• Time-management and multitasking skills.

Responsibilities

• Troubleshoot and resolve issues for patients by phone, using technical knowledge and patient-focused communication.
• Assist patients with general and product-labeling inquiries about Neuromodulation products.
• Perform complaint-intake activities for Neuromodulation devices and therapy across troubleshooting calls, general and labeling inquiries, and other contact modes.
• Document complaints in the GCMS Trackwise quality management system, comply with regulatory requirements, and manage related follow-up activities.
• Record call interactions in Sales Force so service contact events are visible to relevant teams.
• Provide service to the Patient Care Field Sales Team, including field information, patient order and RGA requests, contact-information updates, replacement ID cards, connections between patient candidates and local representatives, physicians or ambassadors, and patient registrations for local events.
• Design and carry out field studies related to various market-released products.
• Enter sales orders in SAP for warranty and out-of-pocket replacement devices to help ensure patients can continue therapy.
• Perform assigned duties according to defined processes and best practices.
• Coach and mentor colleagues, share best practices, provide training as needed, and suggest process improvements.
• Perform other related duties and special projects as assigned.

Benefits

• 8–10 weeks of paid training.
• Hourly base pay of $24.50–$25.50, with potential variable compensation such as overtime and shift differential, and an annual bonus target subject to eligibility and plan requirements.
• Core and optional employee benefits; details are available at www.bscbenefitsconnect.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree