Patient Care Manager I

2 weeks ago

Valencia, California, United States Boston Scientific Full time
About the Role

We are seeking a highly skilled and experienced Patient Care Manager I to join our team at Boston Scientific. As a key member of our Service Team, you will provide leadership and support to our patients, ensuring they receive exceptional care and service.

Key Responsibilities
  • Develop and implement business goals and initiatives aligned with our strategic organizational objectives.
  • Drive innovation and improvement in patient care, leveraging industry trends and best practices to enhance the patient experience.
  • Contribute to the development of our annual operating plan and manage budget expenses to support profitability.
  • Collaborate with cross-functional teams to drive improvements in patient care, including Sales, Marketing, Quality, Finance, HR, and IT.
  • Create and support a culture of continuous improvement, ensuring quality and efficiency in service delivery.
  • Manage staffing plans, create data-driven staffing recommendations, and deliver high-quality service to patients.
  • Lead recruiting, selection, and hiring of Patient Care Specialists who can deliver empathetic service to patients.
  • Oversee new hire training and onboarding to ensure they are prepared to deliver high-quality service to patients.
  • Provide leadership to direct reports through performance reviews, call monitoring, coaching, and mentoring.
  • Manage escalations and complaints, ensuring compliance with quality and regulatory requirements.
  • Oversee processes for sales order entry into SAP, ensuring patient therapy is continued.
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 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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