Patient Care Manager I
4 weeks ago
As a Patient Care Manager I at Boston Scientific, you will provide leadership to a Service Team supporting Patients within a contact center setting. Your responsibilities will include supporting the Neuromodulation Sales Team with service needs related to implanted Patients, and collaborating with cross-functional teams in Marketing, Quality, and IT to drive improvements and innovations improving the Patient Experience.
Key Responsibilities:
- Develop and implement formal Business Goals and lead initiatives aligned with strategic organizational goals.
- Drive innovation to build the future of Patient Care and enhance Patient Experiences.
- Contribute to the development of the annual operating plan and manage resulting budget expenses to support profitability.
- Model a collaborative approach by working cross-functionally to drive improvements to the Patient Experience.
- Create and support a culture of constant improvement ensuring quality and efficiency in service delivery.
- Manage staffing plans and create 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 performance reviews, 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
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