Boston Scientific Patient Care Manager 

United States, California, Santa Clarita 

37943467

US-CA-Valencia; US-MA-Marlborough; US-MN-Maple Grove

Key Responsibilities

• Engage in development of formal Business Goals and lead/contribute to implementation of initiatives aligned with strategic organizational goals.
• Drive innovation toward building the future of Patient Care to enhance Patient Experiences. Leverage industry publications and seminars to identify trends/opportunities to modernize organizational practices and technology.
• Contribute to development of annual operating plan (AOP) and manages resulting budget expenses to support profitability.
• Model collaborative approach by working cross functionally to drive improvements to the Patient Experience. Establish professional relationships with key partners/stakeholders in Sales, Marketing, Quality, Finance, HR, and IT.
• Create and support culture of constant improvement ensuring quality and efficiency in service delivery.
• Manage staffing plans, create and present data driven staffing recommendations to support Field Commercial team and deliver quality service to Patients.
• Lead recruiting, selection and hiring of Patient Care Specialists who can deliver empathetic service to Patients through technical trouble shooting.
• Oversee new hire training and onboarding to ensure they are prepared to deliver high quality empathetic service delivery to Patients.
• Provide Leadership to direct reports through reviewing performance/score cards, call monitoring, coaching and mentoring. Engage direct reports in completion of their formal Business Goals and Individual Development Plans to support career growth. Leverage formal corporate performance management process when needed.
• Service Patients experiencing issues by managing escalations and complaints. Ensure compliance with Quality and Regulatory requirements regarding Patient Complaints.
• Oversee processes for Sales Order entry into SAP system for warranty and out-of-pocket replacement devices, ensuring Patient therapy is continued.
• Perform other related duties as assigned, including special projects.

Required Qualifications:

• Minimum of 5 years of Leadership Experience (supervisor or manager)
• Contact Center Experience
• Customer Service Experience
• Ability to travel 2-3 times per year

Preferred Qualifications:

• BA Degree in relevant field of study
• Experience working in medical device sector or other sector with privacy and quality regulatory requirements
• Experience with Salesforce CRM software
• Experience with NICE CXone Telephony software
• Demonstrated change resilience and experienced in managing change with others

The expected annualized base pay range this full-time position working at this location will be from $84,000 to $159,600, plus annual bonus (subject to plan eligibility and other requirements) and the value of core and optional employee benefits being offered at 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 pay range. Boston Scientific 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.