Patient Care Specialist at Boston Scientific - Medtech in Columbus
Career & Market Insight
This role is a solid entry point into the medical device industry — a highly regulated, specialized field that values compliance expertise, clinical communication, and technical troubleshooting. Boston Scientific is one of the world's largest medical technology companies, offering meaningful career development infrastructure.
Green flags:
- 8–10 weeks of paid structured training is a significant investment, signaling BSC genuinely onboards staff rather than throwing them in cold.
- Exposure to Salesforce, SAP, and GCMS Trackwise gives you market-relevant systems experience that transfers across medical device and healthcare sectors.
- Annual bonus eligibility even for hourly/non-exempt roles is above-average for contact center positions.
- Neuromodulation is a high-growth niche within medical devices; patient-facing experience here builds specialized knowledge.
Compensation context: At $24.50–$25.50/hour, this is competitive for a healthcare contact center role (national median for similar roles is ~$20–$23/hour), reflecting the technical and regulatory complexity involved.
Skills developed: FDA complaint handling workflows, quality management systems, patient communication, SAP order entry, and cross-functional collaboration with field sales teams — all highly transferable within the medtech space.
Watch for: This is a structured, process-driven role with defined scripts and regulatory compliance expectations. Career growth likely leads to senior specialist, training/coaching, or quality roles rather than management fast-tracks. It suits professionals who value stability, mission-driven work, and deep domain expertise over rapid advancement.
Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance
At Boston Scientific, we'll give you the opportunity to harness all that's within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we'll help you in advancing your skills and career. Here, you'll be supported in progressing — whatever your ambitions.
About the Role
Provide service to Patients with implanted Neuromodulation devices within a contact center setting. Support the 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. Training hours 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
- 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.
- 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 by documenting complaints in GCMS Trackwise quality management system and managing related follow-up activities.
- Document all call interactions into Salesforce to enable visibility to all service contact events.
Provide service to the Patient Care Field Sales Team for the 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 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
Required 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 Patient Care training classes and demonstrate proficiency of the material
- Available to work 40 hours/week, Monday–Friday; flexible to work any 8-hour shift schedule during normal business hours of 5:00am–5:15pm PST, with flexibility to adjust daily schedule and work overtime as needed
Telecommuting Requirements
- Dedicated work area that is separated from other living areas and provides information privacy
- Must live in a location that can receive high-speed internet connection
- Have an 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 the 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, and long periods of working at a computer
Compensation
The anticipated hourly base pay range for this full-time position is $24.50–$25.50/hour, plus variable compensation from time to time (e.g., overtime and shift differential) and an annual bonus target (subject to plan eligibility and other requirements). The value of core and optional employee benefits offered by Boston Scientific can be reviewed at www.bscbenefitsconnect.com.
Boston Scientific transforms lives through innovative medical technologies that improve the health of patients around the world. Learn more at www.bostonscientific.com.
Boston Scientific Corporation is an equal opportunity employer. All personnel decisions are made without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, gender expression, veteran status, age, mental or physical disability, genetic information, or any other protected class.
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