Job Description Summary

Job Description

This position reports in to North America Supply Chain under the direction of the Claims Team Lead within the Order Fulfillment organization.  This position is responsible for providing post order support to resolve disputes submitted by our customer base. This position works closely with the Claims Team Lead to ensure the department’s stated goals and quality standards are achieved through continuous improvement and efficiency gains opportunities.  This position works closely with BD’s National Contracts, Pricing, Sales Support, GDC and Transportation departments. This position is responsible for a multitude of tasks including, but not limited to the following: investigating and processing credits, debits and rebilling's associated with over, short and damages, pricing discrepancies, customer requested returns.  The duties of this position will adjust to the needs of the business as it grows and provide appropriate back-up support.

DUTIES AND RESPONSIBILITIES:

• Provide Credit & Rebill assistance for Orders.
• Provide support to the Credit & Collections Team

• Process requests for credit, rebill and returns as needed.
• Meet or exceed established order accuracy and turn-around standards.

• Handle all customer contacts in a professional and courteous manner.
• Comply with all Company, Departmental, and applicable Quality System work instructions, procedures and policies.

• Communicates regularly with management on progress of workload and escalated issues
• Monitor Claims Support Mailbox.
• Enter all contact information into appropriate database(s) in compliance with Company and Regulatory policies.

• Ensure that all potentially serious incidents are raised to the appropriate levels of Management.
• Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities.
• Resolve service complaints to the satisfaction of the customer within established company guidelines.

• Handle all complaints according regulations governing medical devices and HIPAA regulations.
• Participate in other projects as required.
• Participate in and contribute to Team Meetings.

• Provide support to other team members as needed.
• Identify continuous improvement opportunities and provide feedback for process improvement and knowledge database updates.
• Maintain an up to date, comprehensive knowledge of company services and products through participation in training, coaching and feedback sessions.
• May perform other duties as required

REQUIRED QUALIFICATIONS:

Education/Degree

• High School diploma or GED

Experience

• 1 year of Customer Service experience preferred

• Working knowledge of Word and Excel.
• Proven analytical ability.

• Skilled in the use of personal computers and office software including familiarity with MS Word, Excel, PowerPoint, and Outlook. 
• Excellent communication skills (written and verbal).
• Ability to work with and maintain confidential information.
• Ability to resolve potentially stressful customer interactions.
• Excellent organizational skills.
• Demonstrated excellence in the continuous handling of meticulous detail. 
• Excellent data entry, proofreading, and typing skills.
• All job duties to be performed with minimum supervision.
• Strong team orientation.
• Ability to multi-task
• Continuous and versatile learner

PREFERRED QUALIFICATIONS:

• 2+ years of business related experience in a customer contact center within the Healthcare or Medical Device industries
• 1 year experience with SAP

Primary Work Location

USA TX - San Antonio

Additional Locations

Work Shift