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.
- 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 to
- 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 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. Perform other related duties as assigned, including special projects.
- Associate Degree OR High School GED combined with 2+ Years in a customer or patient facing customer service environment
- Interest in trouble shooting and growing technical aptitude
- Empathetic approach in verbal and written communication Proficient in computer navigation, leveraging multiple systems simultaneously
- 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
As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.
Nearest Major Market: Los Angeles
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