BD (Becton, Dickinson and Company) Cnslt, Cust Advocacy-Clinical in San Diego, California

Job Description Summary

Job Description

The Consultant, Customer Adovocacy-Clinical role is responsible for managing 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 complaint initiation in the complaints database, reviewing, investigating, resolving, preparing customer complaint closure memo responses and trend reporting in conjunction with failure investigation team. Provides clinical expertise/troubleshooting for customers as well as support the internal product development teams, product improvement teams, marketing, sales, regulatory affairs 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 the Manager/Director of 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.

Duties & Responsibilities include any of the following as assigned by your Supervisor:

  • 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 drives customer satisfaction.

  • 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.

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

  • Assist with the develops clinical documentation in forms suitable for external distribution.

  • Performs other duties as assigned.


Education & Experience

  • Bacherlor’s degree in Nursing strongly preferred. Will consider similar clinical license or degree (such as an LVN).

  • 2 to 6 years’ experience is required; preferrably including experience in sales management, clinical management or technical support management or an equivalent combination of education and experience in a healthcare field. Knowledge of the use of infusion pumps and equipement is preferred.

  • 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.

Knowledge, Skills & Abilities

  • 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 critical 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.

  • 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.

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