*Life-changers work here*
At CareFusion, we create innovative ways to help our customers improve patient care. We rely on bold and inspired employees who share our commitment to helping solve some of healthcare's most critical challenges.
CareFusion is now part of Becton Dickinson , a global medical technology company focused on addressing many of the world’s most pressing and evolving health needs. With our combined technology and expertise, we will become a global leader helping to transform the quality and cost of care for patients and clinicians worldwide. Join us in our mission to improve the future of healthcare and help all people lead healthy lives.
*Job Title:* Customer Advocacy Analyst (Sr. Specialist), Respiratory Solutions
*Job Function:* Quality & Regulatory Affairs
*Job Family:* Customer Advocacy - Clinical
*Track/Level:* P2
*CareFusion Business Description*
Our respiratory care and ventilation solutions help manage optimal lung support while transitioning patients across the continuum of care—from the hospital to the home. With our comprehensive portfolio, you can help enhance patient care and safety while reducing cost. Learn more: http://www.carefusion.com/healthcare-solutions/respiratory-care/
*Description*
Customer Advocacy represents the customer facing department responsible for managing the customer experience for our products and services and for prioritizing business opportunities and product/service solutions.
The team is responsible for customer complaint lifecycle management, monitoring product/service quality through the complaint process, facilitating continuous improvement driven by the CAPA system, and generating complaint data, trending and analysis.
Areas of responsibility include post-market surveillance through product lifecycle complaint process, signal detection, domestic and international customer and agency notifications and/or communication, and risk management activities in compliance with European Medical Device Directive, Canadian Medical Device Regulations, ISO 13485, FDA QSR Parts 803, 806 & 820, J-PAL, and ISO 14971.
*The major activities of the incumbent are:*
* Interacts directly with customers, in order to appropriately assess the customer experience.
* Maintaining complete and accurate complaint records.
* Producing high impact results and resolving complex customer escalation issues and requirements.
* Assessing the severity of customer feedback and constructing meaningful strategies for optimal root cause resolution, enhanced customer satisfaction, and strict regulatory compliance.
* Facilitates communication between cross-functional departments related to the customer experience.
* 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 the lifecycle management of complaint handling including review, investigation, resolution, response and trending in conjunction with the failure investigation team.
* Provides direct support to product development teams, product improvement teams, marketing, sales, regulatory affairs, external customers and other functions.
* Responsible for MDR reportability related decision-making and generates reports as required.
* Communicates with key customers and directs customer appeasement activities.
* Reviews medical/scientific literature to maintain expertise and current awareness of relevant issues to products.
* Develops clinical documentation in forms suitable for external distribution.
* Responsible for supporting and assisting in Clinical Evaluation Review.
* Responsible for addressing FDA/Competent Authority inquiries and completing post-market surveillance studies in a timely manner, as required.
* Works collaboratively with RD&E, Sales, Marketing, Customer Service, Sourcing, Manufacturing, and Quality & Regulatory Affairs to develop the support and structure requirements necessary to provide customers with high quality products and services.
* Responsible for developing relationships with key internal and external customers to identify, facilitate, strategize and prioritize customer feedback processes throughout the organization.
* Ensures best in class standards for grade of service and time to resolution.
* Responsible for occasional overnight travel to domestic and international customer and/or company sites or other pertinent meetings / conferences as indicated to better understand the customer experience and communicate these issues to the Organization.
* Maintains communication with the Customer Advocacy Manager for assistance in resolving major customer challenges.
* Performs other duties as assigned.
*Edu**cation*
This position requires a Bachelor of Science degree from an accredited four (4) year university or an Associate’s Degree with current licensure as a Registered Respiratory Therapist
*Skills*
Competencies include: Strong clinical/technical acumen, excellent verbal and written communication, strong multi-task & situational management, personal & team leadership, strong interpersonal skills, excellent computer skills, and strong results orientation are required for effective performance in this role. Must be capable of interfacing with senior level health care executives and be able to resolve complex customer service issues.
*E**xperience*
Five (5) years of experience in the following areas: related quality/technical/clinical experience, regulatory affairs, and/or customer advocacy is preferred.
*Sp**e**cialized Knowledge*
Strong clinical or technical acumen in area of specialty directly related to product lines supported. ASQ CQA and RAPS RAC certification is preferred.
CareFusion is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, genetic information, disability status, veteran status, or any other characteristic protected by law.
*LI-AB1
**Title:** *Customer Advocacy Analyst (Sr. Specialist), Respiratory Solutions*
**Location:** *California-Yorba Linda*
**Requisition ID:** *150500U4*