Boston Scientific Customer Care Rep IV 

United States, California, Irvine 

881851423

Shift Hours:7:00 AM to 3:30 PM PST or 9:30 AM to 6:00 PM PST

Your responsibilities will include:

• Assists with processing internal orders for inventory transfer management, Wet Lab, and SNM Demo order support for the warehouses and the field.
• Manage department resources to ensure proper support to patients and HCPs.
• Create, modify, implement, and train on business to ensure quality customer interactions.
• Process and manage the execution of patient orders for replacement therapy items.
• Process and manage the execution of internal orders for manufactured products to BSC warehouses, and Wet Lab and Demo replacement orders for the field.
• Enforce product allocation strategies and resolve order processing problems with internal and third-party vendors.
• Arrange direct air and courier shipments of product when emergency shipments are required to meet field or patient needs.
• Support all standard and special-order processing to ensure product is shipped to the warehouses and patients accurately and timely, i.e. packs, mass shipments, capitated accounts.
• Accurately and meticulously detail the data entry of patient and HCP telephone calls and web inquires to maintain detailed data records for patient, backup, and auditing purposes.
• Identify, define, resolve, and document patient care and HCP complaints to assist in preventative and corrective actions.
• Triage and respond to external patient and HCP calls through the SNM telephone line.
• Coordinate messages and follow-up from internal/external patients and HCPs to the Boston Scientific/SNM sales force by email, Teams chat, and cell phones.
• Be a subject matter expert in all SNM Patient Care support and troubleshooting.
• Provide suggestions to improve current processes.
• Maintain a professional presence in all situations by asking and providing information per procedures.
• Champion consistency on Patient Care Center processes throughout the team.
• Provide guidance and/or training on business and system processes to other Patient Care Center Specialists
• In all actions, demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures.

Required qualifications:

• 3-5 Years with High School Diploma and/or equivalent experience, training , or apprenticeships

Preferred qualifications:

• Bachelor’s Degree

Compensation fornon-exempt (hourly), non-sales rolesmay also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

Compensation forexempt, non-sales rolesmay also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).

For MA positions:It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.

Please be advised that certain US based positions, including without limitation field sales and service positions that call on hospitals and/or health care centers, require acceptable proof of COVID-19 vaccination status. Candidates will be notified during the interview and selection process if the role(s) for which they have applied require proof of vaccination as a condition of employment. Boston Scientific continues to evaluate its policies and protocols regarding the COVID-19 vaccine and will comply with all applicable state and federal law and healthcare credentialing requirements. As employees of the Company, you will be expected to meet the ongoing requirements for your roles, including any new requirements, should the Company’s policies or protocols change with regard to COVID-19 vaccination.