Role Description

Provide service to Patients with implanted Neuromodulation devices within a contact center setting. Support Sales Team with service needs related to implanted Patients. Services provided include but are not limited to troubleshooting, warranty decisions, complaint handling and sales orders. Accountable for complying with all Regulatory requirements with respect to complaint handling and maintaining the accuracy of data within BSC business systems.

We offer 8-10 weeks of paid training. The hours during training will be 8:00am to 4:30pm PST, Monday-Friday. No Vacation during training. 100% attendance is required. Training will be conducted virtually from your home.

Your responsibilities will include:

• Service Patients experiencing issues by taking calls and leveraging technical knowledge and patient focused communication to troubleshoot and resolve issues.
• Assist Patients with general and labeling inquiries for Neuromodulation products, leveraging technical knowledge and Patient focused communication.
• Perform intake agent activities for complaints regarding Neuromodulation devices and therapy received through troubleshooting calls, general and labeling inquiries, and all other contact modes.
• Ensure compliance with regulatory requirements for complaints by documenting them in GCMS Trackwise quality management system, and managing related follow up activities.
• Perform documentation of call interactions into Sales Force to enable visibility to all service contact events.
• Provide service to Patient Care Field Sales Team for following requests:
• Field information, order and RGA requests from patients.
• Update contact information.
• Send out replacement ID cards.
• Connect patient candidates to local reps, physicians and ambassadors.
• Register patients for local events.
• Design and carry out various field studies related to various market released products.
• Perform Sales Order entry into SAP system for warranty and out-of-pocket replacement devices, ensuring Patient therapy is continued.
• Consistently perform assigned duties following defined processes and best practices.
• Coach and mentor, share best practices; train as needed, suggest process improvements.
• Perform other related duties as assigned, including special projects.

Qualifications

• Associate Degree OR High School GED combined with 2+ Years in a customer or patient facing customer service environment.
• Interest in troubleshooting and growing technical aptitude.
• Empathetic approach in verbal and written communication.
• Proficient in computer navigation, leveraging multiple systems simultaneously.
• Ability to successfully complete the Patient Care training classes and demonstrate proficiency of the material.
• Available to work (40 hours/week) Monday-Friday. Flexible to work any of our 8 hour shift schedules during our normal business hours of (5:00 am to 5:15 pm PST) where lunches and breaks are scheduled, with flexibility to adjust daily schedule and work over-time, as needed.

Requirements

• Telecommuting Requirements:
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive high-speed internet connection.
• Have alternative work arrangement in the event of extended power or internet outages.

Preferred Qualifications

• Contact center experience.
• Hospital, physician’s office, or medical field support experience.
• Experience working in medical device sector or other sector with privacy and quality regulatory requirements.
• Strong communication and problem-solving skills.
• Ability to navigate complex customer interactions with empathy and efficiency.
• Time management, and multi-tasking skills.

Physical and Work Environment

• Frequent speaking, listening using a headset, sitting, use of hands / fingers across keyboard or mouse, long periods of working at a computer.

Compensation

The anticipated hourly base pay range for this full time position working at this location will be $24.50-25.50/hour, plus variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

At BSC, it is not typical for an individual to be hired near the bottom or top of the anticipated pay range. BSC considers various factors in determining actual compensation for this position at the expected location.