Patient Services Specialist

Patient Services Specialist

As part of the Patient Engagement Team, the Patient Services Specialist provides industry-leading technical support to US patients/consumers with a Boston Scientific device. This role helps our US customers use our products by providing immediate, accurate and up-to-date information regarding current and historical market released UroPH products. Primary focus is to educate, support and train patients/consumers through troubleshooting, problem solving and assessment of product operation. Accountable for complying with all Regulatory requirements with respect to complaint handling and maintaining the accuracy of the data within BSC business systems. This position works under limited supervision with general instructions given on new assignments. Boston Scientific will not offer sponsorship or take over sponsorship of an employment visa for this position at this time.

Boston Scientific values collaboration and synergy. This role follows a hybrid work model requiring employees to be in our local office at least three days per week.

Your responsibilities will include:

• Engaging with inquiries received through our UroPH patient websites and BSC.com website via multiple communication pathways (inbound calls, outbound calls, email, live chat, virtual education sessions, etc).
• Align patient needs to respective patient education tools and content. This could include providing materials most appropriate for the patient/consumer based on the product received, and connecting with field personnel to assist with troubleshooting, problem solving and assessment of product operation.
• Effectively navigate talk tracks to provide an exceptional experience and document inquiries, comments and concerns in salesforce.com database.
• Manage calendar and schedule of patients/consumers who have requested to be contacted.
• Deploy patient marketing programs and resources to those patients and consumers that contact the company or opt-in for contact which may include the distribution of letters or emails, brochures, website links, educational webinar opportunities, etc.
• Work with the Patient Education Specialists to optimize the handoff process as more is learned about needs and preferences and the consumer progresses through their patient journey.
• Collaborate with appropriate cross functional teams to inform them of relevant patient/consumer communication and resolve issues if necessary.
• Support post-op content and resource development needs.
• Assess, research, and implement changes and automations to enhance daily processes.
• With minimal supervision, report and resolve potential patient problems and complaints to improve patient education and satisfaction.
• Build Quality into all aspects of their work by maintaining compliance to all quality requirements. Collaborate with appropriate teams to understand compliance updates and implement them within the role.

Required qualifications:

• Bachelor's degree or equivalent work experience in related discipline.
• Minimum of 3 year experience engaging with patients regarding their health treatment and education OR Minimum of 3 year experience connecting with consumers via phone.
• Excellent oral and written communication skills.
• Microsoft Office or comparable skills.
• Experience with CRM software (Salesforce, Hubspot, etc.).
• Ability to use active listening skills and to problem-solve under challenging circumstances.
• Excellent organizational skills.
• Attention to detail.
• Excellent customer service and interpersonal skills.
• Ability to multitask and handle multiple functions concurrently.
• Ability to demonstrate professionalism, efficiency, and initiative.
• Ability to build relationships, cross functionally and within the team.

Preferred qualifications:

• HealthCare Experience.
• Bilingual: Spanish.