Customer Care Specialist II, San Antonio, TX

Job Title

This position reports in to North America Customer Care under the direction of the Claims Management.

Responsibilities:

• Compose accurate, prompt and appropriate replies to all customer contacts.
• Enter all contact information into appropriate database(s) in compliance with company and outside regulatory policies.
• Support Claims Specialists and management on escalated customer issues.
• Ensure that all potentially serious incidents are raised to the appropriate levels of managements.
• Process requests for credit, rebill, and returns as needed.
• Research information needed to answer questions and respond appropriately. Identify and coordinate resolution of issues that may negatively affect customer satisfaction.
• Address all contacts in a professional and courteous manner. Proactive support of Key/Focus accounts.
• Investigate requests for credit, rebill and return material authorizations, create and follow-up on related documents such as RMA's, credit and debit memos. Work with business functions to ensure satisfaction, service and sales goals are met.
• Effectively manage communications with internal functions (Sales, Operations, Logistics and other functions) to support customer requests.
• Assist in the development, testing and piloting of new processes and procedures.
• Communicates regularly with management on progress of workload and escalated issues
• Monitor Account Support Mailbox.
• Meet and exceed established claims accuracy standards and turn around times.
• Collaborate with customers to identify value added service and proactively address issues.
• Identify and participate in process improvement efforts.
• Represent the department within Customer Care and supported Business Segments on cross functional teams and activities.
• Participate in other projects and meetings as required.
• Investigate and perform analysis of service complaints and resolve to the satisfaction of the customer within established company guidelines.
• Handle all complaints according to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulations.
• Maintain subject matter expertise in products, processes and policies.
• Participate in coaching, mentoring and training activities.
• Provide feedback for revision to department reference material.
• Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities.

Requirements:

• 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.
• JDE experience desirable.
• 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
• High School diploma or GED
• (e.g. (#) year's leadership experience in planning, developing, organizing, directing, managing, and evaluating personnel)

Preferred:

• Working knowledge of Word and Excel
• Proven analytical ability
• 2+ years of business related experience in a customer contact center
• Within the Healthcare or Medical Device industries
• 1 year experience with SAP

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you'll discover a culture in which you can learn, grow and thrive.

We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.

To learn more about BD visit

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to 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, and other legally protected characteristics.

Primary Work Location

USA TX - San Antonio

Additional Locations

Work Shift