BD (Becton, Dickinson and Company) Quality Monitoring Representative-Liberator Medical Supply in Stuart, Florida

To monitor all inbound and outbound customer, physician, and insurance service calls to ensure regulatory and operational compliance in accordance with Medicare, HIPAA, FCC, FL Statutes, and company policy.

1.Monitors and scores five recorded or live calls of four to five representatives per day in adherence with departmental and corporate compliance guidelines

  1. Investigates potential regulatory or corporate compliance infractions upon request or upon discovery via the compliance/monitoring process

  2. Tracks and logs work completed daily via spreadsheets and departmental documentation distributing completed reports daily and weekly

  3. Review recorded or live calls, call dispositions, representative pending buckets, expediated customer service requests, and aged leads to facilitate customer save protocol

  4. Ensures that representatives selected for monitoring are monitored per departmental protocol frequency ensuring equal review and scoring of all representatives with patient or physician contact

  5. Performs other duties and tasks as assigned

High School Diploma or general education degree (GED); 1-2 years’ experience in a call center environment and/or 1-2 years related experience.

  1. Language: Ability to read, analyze, and interpret related documentation, technical procedures, and/or training tools. Ability to write internal and external business correspondence. Ability to effectively present information and respond to questions from management, team members, and/or employees.

  2. Math: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply intermediate math skills.

  3. Reasoning: Ability to solve practical problems and deal with a variety of variables. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Advanced analytical reasoning to include ability to forecast exponentials within work flow processes and reason against outside factors.

  4. Computer: Intermediate experience with Microsoft Suite of Programs, knowledge of Excel or other database software.

  5. Telecommunications: Knowledge of administrative telecommunications software limited to voice mail, transferring a call, and dialing internally and externally. c. Licensure or Certifications required: No certifications required

While performing the duties of this job, the employee is frequently required to reach, kneel, bend, stand, walk, sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 10 lbs.

While performing the duties of this position, the employee performs tasks in a temperature controlled office environment under normal office conditions. The noise level in the work environment is usually moderate. The work environment involves minimal exposure to hazards or physical risks, which require following basic safety precautions.

ID: 2018-12510

Career Level: experienced

Relocation Available?: NO

External Company Name: C.R. Bard, Inc.

External Company URL:

C. R. Bard, Inc. (NYSE: BCR) is a leading multinational developer, manufacturer and marketer of innovative, life-enhancing medical technologies in the fields of vascular, urology, oncology and surgical specialty products, employing over 13,000 people around the world. Founded in 1907, we pioneered many devices that are now the cornerstones of modern healthcare.

We expect the highest levels of quality, integrity, service, and innovation from our employees – on the job and in the communities in which we work and live. In return, we foster an environment where individuals are treated with fairness and respect, and feel valued, acknowledged and rewarded. Bard is a M/F, Disabled and Vet EEO/AA Employer.

Be Your Best at Bard – and ultimately, you can have an impact on the lives of people around the world.