Senior Supervisor - Cardiac Diagnostics Call Center

Houston, TX
$66,100 per year
Permanent
Full-time

12 days ago

Additional Location(s): N/ADiversity - Innovation - Caring - Global Collaboration - Winning Spirit - High PerformanceAt 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.Senior Supervisor – Cardiac Diagnostics Call CenterAt Boston Scientific, the Cardiac Diagnostics Call Center is open 24 hours a day, 7 days a week. The Senior Supervisor – Cardiac Diagnostics Call Center leadership position will work within the 1st, 2nd, and 3rd shifts to ensure our patients' and customers' needs are met.About the Role:The Senior Supervisor for the Cardiac Diagnostics Call Center will support the daily operations of a high-performing customer service team responsible for providing critical support to patients, providers, and internal partners. This role partners closely with the Call Center Manager to oversee service delivery, ensure compliance with policies and quality standards, coach supervisors and leads, and drive continuous improvement.This position plays a vital role in Boston Scientific’s mission to transform lives through innovative medical solutions by ensuring the call center delivers world-class service and timely support for cardiac diagnostic services.Your Responsibilities Include:

Oversee daily call center operations, ensuring optimal staffing, workflow, and service levels across all shifts.
Provide direct supervision and coaching to frontline supervisors and team leads.
Support and uphold all company and departmental policies, including those related to attendance, absence pay, HIPAA, and quality assurance.
Monitor and analyze performance metrics (e.g., call volume, service levels, attendance, customer satisfaction) and take corrective action as needed.
Leads Workforce Management
Coordinate with HR, and Training to ensure appropriate staffing, onboarding, and performance development.
Serve as point of escalation for complex issues involving patients, physicians, or internal partners.
Collaborate with Quality Assurance and Compliance to ensure adherence to FDA, HIPAA, and Boston Scientific regulatory standards.
Participate in or lead process improvement initiatives to enhance the patient experience and operational efficiency.
Assist with scheduling, attendance management, and performance documentation in alignment with HR guidelines.
Act as Manager-on-Duty (MOD) when Call Center Manager is unavailable.
Support internal audits and prepare documentation or reports as needed.

What We're Looking For:Required Qualifications:

High school diploma or equivalent; Bachelor's degree preferred.
Minimum of 5 years of customer service experience, including 2+ years in a supervisory or leadership role.
Experience in healthcare, diagnostics, or regulated call center environment strongly preferred.
Strong interpersonal and leadership skills with the ability to coach, develop, and motivate staff.
Proficiency in workforce tools and CRM/call center software (e.g., Salesforce, NICE, Avaya).
Knowledge of HIPAA and healthcare compliance standards.
Ability to work flexible hours, including evenings, weekends, and holidays as needed.
Excellent problem-solving, conflict resolution, and communication skills.

Preferred Qualifications:

Strong data analysis and reporting skills
Calm under pressure and emotionally intelligent leadership style
Committed to Boston Scientific’s values and mission to advance science for life

Requisition ID: 612233Minimum Salary: $ 66100Maximum Salary: $ 125600The anticipated compensation listed above and the value of core and optional employee benefits offered by Boston Scientific (BSC) – see --will vary based on actual location of the position and other pertinent factors considered in determining actual compensation for the role. Compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, among other relevant business or organizational needs. At BSC, it is not typical for an individual to be hired near the bottom or top of the anticipated salary range listed above.Compensation for non-exempt (hourly), non-sales roles may also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).Compensation for exempt, non-sales roles may also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).For MA positions: It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.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 Corporation has been and will continue to be an equal opportunity employer. To ensure full implementation of its equal employment policy, the Company will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identify, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.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.Among other requirements, Boston Scientific maintains specific prohibited substance test requirements for safety-sensitive positions. This role is deemed safety-sensitive and, as such, candidates will be subject to a prohibited substance test as a requirement. The goal of the prohibited substance testing is to increase workplace safety in compliance with the applicable law.

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