BD (Becton, Dickinson and Company) Manager, Clinical Customer Advocacy in San Diego, California

Job Description Summary

Job Description

Summary

This position is responsible for managing a team of employees who perform product monitoring/complaints handling functions. The role includes assisting with the triaging of customer experiences or questions received directly from customers or those escalated through the organization. Responsible for the completion of all tasks associated with management of complaint handling including reviewing, investigating, resolving, replying and trend reporting in conjunction with failure investigation team. Provides clinical expertise to product development teams, product improvement teams, marketing, sales, regulatory, external customers, and other functions or groups in the form of clinical consultation. Assesses the severity of complaints and determines how to communicate them for regulatory compliance and optimal root cause resolution. Decision-making on filing MDRs with FDA should this be required.

In concert with Director Clinical Customer Advocacy, strategizes to direct the efforts in key Infusion accounts, including problem accounts, large scale GPOs, hospital evaluations and implementations, and crisis management of Infusion customers.

Duties & Responsibilities

This job description does not promise or imply that the functions & responsibilities listed are the only duties or responsibilities to be performed or that the position may not change or be eliminated. Employees are always expected to follow their supervisors’ instructions and to perform the tasks requested by their supervisors.

  • Provides daily oversight of customerfeedback electronic mailbox and phone line to ensure timely response and follow-up for all customer issues

  • Supports Department goals and metrics for file closure

  • Manages complaint records and all associated documentation

  • Communicates with key customers and directs customer appeasement activities.

  • Interacts directly with customers in Sr. positions as well as staff positions, including traveling to sites as needed, in order to appropriately assess customer experience. Travel may also include technical team member as needed for assessment.

  • Responsible for collaboration of incoming information to appropriate levels with in CMP organization and throughout CMP as appropriate. Reviews medical/scientific literature to maintain expertise and current awareness of relevant issues to products.

  • Develops clinical documentation in forms suitable for external distribution.

  • Attends key project meetings as relates to account crisis management. Develops criteria for initiating the Customer Advocacy team in problem accounts. Serves as a team leader in crisis management.

  • Performs other duties as assigned.

Minimum Qualifications

  • Bachelor’s degree required; graduate degree preferred

  • 2 to 6 years’ management experience is required; preferrably including experience in sales management, clinical management or technical support management or an equivalent combination of education and experience.

  • Experience in working with physician, nursing and pharmacy leadership on the development of clinical services, clinical best practices and/or care paths utilized as a standard of clinical practice across multiple hospital locations.

  • Able to utilize computers for development of reports and summary of project experience including word processing, graphics and spreadsheet computer applications such as Microsoft Word, PowerPoint and Excel.

  • Ability to work on multiple projects with various disciplines are essential. Position requires innovative thinking, ability to solve problems and meet deadlines.

  • These are only minimum qualifications for this position at this grade level. Other factors are taken into consideration when deciding what position and grade level to place an employee such as performance level, capable contribution level and company need.

Specific Skills & Abilities

Language Skills: Ability to read, analyze, and interpret common scientific and technical journals, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or customers.

Mathematical Skills: Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

Reasoning Ability: Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, etc.). Ability to deal with a variety of abstract and concrete variables.

Other Skills & Abilities: Extensive application of clinical skills. Responsible for responding to technical and clinical customer information requests.

Physical Demands

While performing the duties of this job, the employee is occasionally required to stand or walk; is frequently required to use a computer to document work completed. The employee is frequently required to talk, see and hear others in discussing the advantages of using Alaris products and use hands to finger, handle or feel objects. The employee is required to lift and move up to 10-25 pounds. Specific vision abilities required by this job include close vision and distance vision, and the ability to adjust focus.

Environmental Conditions

Normal office environment with little exposure to excessive noise, dust, temperature, etc. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Travel is required.

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status

#LI-OPS

Primary Work LocationUSA CA - San Diego TC Bldg C&D

Additional Locations

Work Shift

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status