Purpose and Passion Comprehensive Benefits Life-Work Integration Community Career Growth
At Boston Scientific, you will find a collaborative culture driven by a passion for innovation that keeps us connected on the most essential level. With determination, imagination and a deep caring for human life, were solving some of the most important healthcare industry challenges. Together, were one global team committed to making a difference in peoples lives around the world. This is a place where you can find a career with meaningful purposeimproving lives through your lifes work.
About the role
This position reports directly to the Sr. Director, Payer Relations & Value-Based Opportunities for the Health Economics & Market Access organization. The position will manage all aspects of the US Boston Scientific Pre-Authorization Call Center operations and is responsible for delivering World Class Service levels to customers daily with a focus on exceeding customer expectations. The individual is also responsible for ensuring that the department supports the call-center efforts of the HEMA organization through process optimization, consistent policies, reporting mechanisms and appropriate use of technology.
Your responsibilities will include:
Oversight of all Call Center operations.
Partnering with Divisional HEMA and Sales and Marketing to ensure that company policies and procedures are enforced consistently throughout the pre-authorization process.
Directing the management of staff, including workforce planning, recruitment, skill and performance assessment, workload distribution, training compliance, professional development, and corrective action
Responsible for consistent customer service quality daily with regards to benefit verifications, pre-authorizations, pre-determinations and denials/appeals.
Ensuring that the call center is providing excellent service to internal business unit customers by providing meaningful data analytics to support the ROI of the call center, including the delivery of comprehensive reports and dashboards, meaningful and well-defined KPIs.
Team performance to manage the achievement of goals and reduction of errors. Establishes and implements business process improvement plans based on metrics and internal and external feedback
Identifies opportunities for potential savings through innovative solutions and drive continual improvement.
Aligns Team SOPs with Corporate SOPs. Conducts reviews of Team SOPs and Work Instructions and updates for current accuracy
Manages pertinent internal and external communication about Call Center operations, performance metrics and Team performance
Performs other responsibilities as required
What were looking for:
10+ years of Customer Service experience in a management role; Call Center experience preferred
Ability to set priorities and execute work in a fast-paced environment
Driven, energetic, self-assured professional with high personal integrity
Strong communication (verbal and written), presentation, and project management skills
Ability to develop effective, positive interpersonal relationships
Understanding of current eCommerce and Call Center technologies
Creation of compelling presentations and effective communication of recommendations
Willingness to travel (up to 20%) domestically
Proficiency with Microsoft Office suite; Experience with SalesForce.com preferred
As a global medical technology leader for more than 35 years, our mission at Boston Scientific (NYSE: BSX) is to transform lives through innovative medical solutions that improve the health of patients. If youre looking to truly make a difference to people both around the world and around the corner, theres no better place to make it happen.
Boston Scientific is an Equal Opportunity Employer Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Disability, Veteran
Nearest Major Market: Los Angeles
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