Patient Care Specialist I

Boston Scientific is offering an opportunity for a detail-oriented professional to join their team in a remote capacity. This role focuses on supporting patients who rely on implanted Neuromodulation devices, ensuring they receive high-quality technical and empathetic support. By joining a global leader in medical technology, you will be part of an organisation dedicated to improving patient health through science and innovation.

About the role

As a Patient Care Specialist, you will act as a vital link between the company and the individuals who use their advanced medical devices. This position is based in a contact centre environment, where your primary goal is to resolve technical queries, handle product concerns, and assist with service-related requests. Because this is a remote role, it requires a high level of self-discipline, a stable home-office environment, and the ability to manage your daily responsibilities independently while adhering to strict privacy and data protection standards.

You will play a critical role in maintaining the company’s regulatory compliance, ensuring that every interaction—from a routine inquiry to a complex technical complaint—is documented accurately. The position requires a unique blend of technical aptitude and emotional intelligence, as you will be communicating with patients who may be experiencing difficulties with their medical devices.

Your daily workflow will involve direct engagement with patients and the internal field sales team. Key responsibilities include:

• Providing technical troubleshooting and support for Neuromodulation devices via telephone.
• Acting as an intake agent for product complaints, ensuring they are logged and managed according to regulatory protocols.
• Assisting patients with product labelling inquiries and general information requests.
• Utilising Salesforce to maintain precise records of all call interactions and customer touchpoints.
• Managing sales order entries within the SAP software system to support field team operations.
• Contributing to team growth by sharing best practices, participating in mentorship, and identifying opportunities for process improvements.

What they're looking for

Boston Scientific is seeking candidates who possess a solid foundation in customer or patient-facing service. To succeed in this role, you should be comfortable navigating complex technical topics and have a genuine interest in the medical device sector.

• **Education and Experience:** A high school diploma or GED combined with at least two years of experience in a customer or patient-facing role. An Associate Degree is also highly regarded.
• **Technical Proficiency:** You must be adept at using multiple software systems simultaneously and have the capacity to learn new technical platforms quickly. Experience with Salesforce or SAP is an asset.
• **Communication Skills:** Strong verbal and written communication skills are essential, particularly the ability to convey technical information with empathy and patience.
• **Availability:** You must be able to commit to a full-time, 40-hour work week from Monday to Friday.
• **Remote Readiness:** A professional, private, and secure workspace with reliable high-speed internet access is mandatory.

For South African professionals considering this career path, roles in international medical technology companies provide excellent exposure to global regulatory standards and complex healthcare ecosystems. In the local market, customer service specialists supporting technical or medical products typically find that their salary potential increases with experience in specialized CRM tools like Salesforce and ERP software like SAP. This role offers a significant growth trajectory into areas such as patient advocacy, clinical support, or specialized technical operations within the burgeoning health-tech sector.

• 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.
• Available to work (40 hours/week) Monday-Friday.
• Telecommuting requirements for privacy and high-speed internet.
• Preferred qualifications include contact center experience and medical device sector experience.