Customer Care Supervisor

Additional Location(s): US-TX-Houston; N/A

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.

Your responsibilities will include:

• Implements a staffing plan by identifying resource requirements, writing justifications for additional personnel, obtaining approval for changes from supervisor, and coordinating the selection process in conjunction with Human Resources to ensure required staffing levels are maintained and company policies and procedures are upheld (e.g., compliance with EEO/AAP regulations).
• Develops direct reports by, assessing knowledge, skills and abilities (KSA's), securing appropriate training to address training needs, assigning progressively challenging tasks, applying progressive disciplinary action as needed and conducting formal written and verbal performance reviews on the basis of pre-determined objectives and performance information obtained from multiple sources, to communicate strengths and development needs to employees.
• Develops work schedules for department by assessing priorities, workload and available resources, to ensure that work is completed on time and that established standards of quality are met.
• Monitors compliance of department documents, policies and procedures with regulations, by ensuring that required documentation is complete, correct revisions are in use, policies and procedures are understood and adhered to, and records are maintained and controlled according to validated procedures.
• Maintains personnel records (e.g., work schedules, vacation schedules, leaves) and makes or directs modifications in the database to reflect actual changes to ensure that accurate information is available and that records are in compliance with company policies and procedures.
• Interacts with internal and external customers (suppliers, contractors, consultants, regulatory agencies or legal representatives), by meeting regularly, responding to requests and explaining procedures, to ensure operations are in compliance, promote positive business relationships and ensure that company interests are represented.
• Monitors internal/external business indicators by reading organizational literature to identify current practices/industry standards, departmental reports and soliciting input (staff, suppliers, internal/external experts), to develop recommendations that enhance operating efficiency and improve the company's competitive advantage.
• Oversees area activities by providing direct supervision to personnel (e.g. daily inspections, trouble-shooting, mediating conflicts, resolving conflicting work priorities and formulating corrective actions), to ensure the timely effective completion of tasks and alignment of area and company goals and objectives.
• Makes day-to-day decisions that impact area, by analyzing situations, considering alternative solutions, and reaching conclusions that are in alignment with company regulations and policies.

Required qualifications:

• 3+ years with high school degree/equivalent, or an equivalent combination of education and work experience
• 3+ years of professional experience as a lead or supervisor in a call center or customer service position
• Familiar with HIPPA regulations
• Proficient in Microsoft Office
• Maintain flexibility in scheduling. As we support patients 24/7, there is an infrequent possibility that a shift change might occur, or coverage is needed on holidays

Preferred qualifications:

• Bachelor’s degree
• Medical device or regulatory environment experience
• Prior Supervisor/people leadership experience
• Organizational skills and attention to detail
• Ability to handle high volume of work

Requisition ID: 561587

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.

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!

At Boston Scientific, we recognize that nurturing a diverse and inclusive workplace helps us be more innovative and it is important in our work of advancing science for life and improving patient health. That is why we stand for inclusion, equality, and opportunity for all. By embracing the richness of our unique backgrounds and perspectives, we create a better, more rewarding place for our employees to work and reflect the patients, customers, and communities we serve. Boston Scientific is proud to be an equal opportunity and affirmative action employer.

Boston Scientific maintains a drug-free workplace. Pursuant to Va. Code § 2.2-4312 (2000), Boston Scientific is providing notification that the unlawful manufacture, sale, distribution, dispensation, possession, or use of a controlled substance or marijuana is prohibited in the workplace and that violations will result in disciplinary action up to and including termination.

Please be advised that certain US based positions, including without limitation field sales and service positions that call on hospitals and/or health care centers, require acceptable proof of COVID-19 vaccination status. Candidates will be notified during the interview and selection process if the role(s) for which they have applied require proof of vaccination as a condition of employment. Boston Scientific continues to evaluate its policies and protocols regarding the COVID-19 vaccine and will comply with all applicable state and federal law and healthcare credentialing requirements. As employees of the Company, you will be expected to meet the ongoing requirements for your roles, including any new requirements, should the Company’s policies or protocols change with regard to COVID-19 vaccination.