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Patient Care Manager I
1 month ago
As a leader in medical science for over 40 years, Boston Scientific is committed to solving the challenges that matter most. We're seeking a Patient Care Manager I to join our team and contribute to advancing science for life. This role will provide leadership to a Service Team supporting patients within a contact center setting, collaborating with cross-functional teams to drive improvements and innovations in patient experience.
Key Responsibilities:
- Develop and implement business goals, leading and contributing to initiatives aligned with strategic organizational objectives.
- Drive innovation to build the future of patient care, enhancing patient experiences through industry publications and seminars.
- Contribute to the development of the annual operating plan and manage resulting budget expenses to support profitability.
- Model a collaborative approach, working cross-functionally to drive improvements in patient experience and establish professional relationships with key partners and stakeholders.
- Create and support a culture of constant improvement, ensuring quality and efficiency in service delivery.
- Manage staffing plans, create and present data-driven staffing recommendations to support the 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 troubleshooting.
- 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 and scorecards, call monitoring, coaching, and mentoring.
- Service patients experiencing issues by managing escalations and complaints, ensuring compliance with quality and regulatory requirements.
- Oversee processes for sales order entry into the SAP system for warranty and out-of-pocket replacement devices, ensuring patient therapy is continued.
- Minimum of 5 years of leadership experience (supervisor or manager)
- Contact center experience
- Customer service experience
- Ability to travel 2-3 times per year
- BA degree in a relevant field of study
- Experience working in the 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 experience in managing change with others
