Customer Care Rep II

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.  

 

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 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.
• 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 trouble shooting and growing technical aptitude
• Empathetic approach in verbal and written communication 
• Proficient in computer navigation, leveraging multiple systems simultaneously

 

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  
   

The anticipated hourly base pay range for this full time position working at this location will be $23.00-24.50/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: 576470

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 imp