Dispensing Case Intake QA Specialist

Job Description Summary

Under the direction of the Complaints Management, the Complaint Intake QA Specialist, will manage case reviews associated with non-complaint concerns with BD products. This includes reviewing work orders performed, patient involvement and DORSI questions, and customer communication to identify any potential product complaints.
Additionally, this position will be responsible for escalation of quality issues,, converting cases to product complaints, as required, and maintenance of case files. Additional responsibilities may be delegated by the Complaints Management as needed.

Job Description

About BD

Be part of something bigger

BD is one of the largest global medical device companies in the world and is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. The BD MMS Service and Support organization provides technical service and field support to BD’s dispensing customers with a mission that’s focused on knowing there’s a patient at the center of everything we do so our pledge is to deliver exceptional service to our customers.

Job Description

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

Why Join Us?

A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

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 health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

Become a maker of possible with us

Responsibilities: _(Primary Duties, Roles, and/or Authorities)_- Manage the process of the reviewing Dispensing Non-Complaint Intake Cases- Checking for complaint accuracy and content, correct information to process the case.- Follow procedures to ensure timely and accurate review of cases/work orders.- Interact and collaborate with multiple BD Technical Service Centers.- Ensures compliance with all BD policies and procedures- Routing potential complaints for further evaluation- Participates in all training classes including but not limited to, product training, regulatory training, compliance training and any testing involved.- Maintains annual competencies through training and documentation of training.- Ensure that the customer compliant complies with all relevant procedures- Remain current in product knowledge and any upgrades to complaint handling systems.

Education and Experience:
- BA or BS degree preferred and/or combination of education and relative experience in lieu of a degree- Preferred experience with medical terminology, Nursing, Clinical or laboratory knowledge and familiarity with BD products- Comprehensive knowledge of Quality System standards and regulations including 21 CFR 803 & 820, ISO 13485 and Canadian Regulations- Minimum 1+ years of experience in the complaint handling, medical device industry, customer relations, complaint trending, FDA/ISO regulations.

Knowledge and Skills:
- Ability to work with customer system administrators and clinicians- Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations- Proficient level knowledge of the Complaints handling system- Proven ability to multi-task and seamlessly move between business unit platforms.- Ability to take ownership and think independently, with mínimal supervision- General knowledge of producing metrics and building reports.- Strong analytical, deductive reasoning and listening skills- Must be able to communicate precisely and accurately to all levels of the organization- Strong interpersonal skills- Excellent time management and multitasking skills- Excellent written and verbal communication skills in English- Works well in a team environment- Strong personal commitment to quality, customer service and patient safety- Business and computer skills
- 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 t