Customer Service Project Manager

Follow your aspirations to Abbott for diverse opportunities, competitive salaries, great benefits, a 401(k) retirement savings plan, a company paid pension plan and profit sharing, all with a company providing the growth and strength to build your future.
The Project Manager will be responsible for assisting with various program initiatives and project support functions to provide competitive levels of support to Abbott Diabetes Care customers and strategic partners, including end-users, health care professionals, DME distributors, third party reimbursement support, Abbott Diabetes Care sales reps and channels, and the outsourced partners. Handle escalated calls received through the customer service call center and e-mails received through the customer service center or at ADC's corporate office. Act as source of superior knowledge on all Abbott Diabetes Care's products, troubleshooting, and Customer Service policies and procedures both internally and to our strategic partners. Works collaboratly with in vivo Technical Services Manager on essential business projects such as outsourcing relationship management, training, systems development and Customer Relationship Marketing programs.Primary Function may/will also include managing one or more of the following1. Medical and Legal Program:
Responsible for the back end handling of all Medical and Legal complaints received through the customer service call center. Responsibility requires direct contact with customers, internal Abbott Diabetes Care departments such as Regulatory, Quality Assurance, Risk Management and Legal. Develop and maintain customer service medical and legal procedural documents. Actively identifies training opportunities relating to medical and legal complaints and works with in vivoTechnical Services Manager and call center Training Manager to develop and deliver training to the customer service call center.2. Complaint Handling Systems & Troubleshooting Guideline Program:
Provide strategic levels of support to in vivo programs, including in vivo Technical Services Manager, strategic partners, internal customers (WWPQA, RA, IT, Logistics, WWCS), and outsourced partners (Telerx and Lash). Provide key knowledge and support to the development, implementation and maintenance of ADC Complaint Handling systems as it pertains to business requirements, user specifications and survey (troubleshooting guidelines) development. Act as a source of superior knowledge on all ADC products, Customer Service policies and procedures, both internally and to our strategic partners. Supports in vivo Technical Services Manager and in vivo Strategic Support Services Manager on essential business projects such as development of new complaint handling system (e-Power Center).3. Quality Documentation and Call Handling Program:
Provide strategic support for Customer Service Quality ensuring accurate call handling and documentation by program agents. Provides individual and group performance coaching. Responsibility requires direct contact with agents, vendor (Telerx) management, customers, internal Abbott Diabetes Care departments such as Quality Assurance, and CS Management. Actively identifies opportunities, performance issues and gaps in requirements relating to program quality measures, documentation review, and reporting. Works directly with Abbott Diabetes Care Technical Service Manager, vendor Training Manager, and Abbott Diabetes Care Program Manager (Telerx) and staff.4. Coach-Training Program:
Responsible for ensuring accurate call handling and documentation by program agents. Provides individual and group performance coaching. Responsibility requires direct contact with agents, vendor (Telerx) management, customers, internal Abbott Diabetes Care departments such as Quality Assurance, and CS Management. Actively identifies training opportunities, performance issues and gaps in requirements relating to information provided to all ADC customers and documentation of contacts. Works directly with Abbott Diabetes Care Program Manager (Telerx), Training Manager, and in vivo Technical Services Manager. Responsible for implementing and maintaining the effectiveness of the quality system.
Maintain an effective organization and communications network that is capable of responding to the needs of customers, as well as providing an immediate solution to daily problems.
Exercises impeccable judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria of obtaining results. Expected to continually work to improve and implement more effective work processes.
Provide accurate, timely information, support and/or technical troubleshooting to resolve the customer's issue. Appropriately escalates issues to internal departments as required.
Document each contact accurately and in a timely manner within the customer contact database.
Act as a resource to internal customers on technical/procedural issues in order to ensure timely communication of issues, successes and opportunities for improvements.
Works in a cross-functional environment with WWPQA and RA to interpret FDA and corporate regulations for Customer Service development and implementation.
Share experiences and leverage expertise with in vitro Customer Service to ensure best in class Customer Service for all ADC customers.
Acts as a resource to IT for development and interpretation of complaint handling business rules and user specifications.
Maintains supporting documentation through approved ADC methods (AGILE) to track all workflow through Customer Care and outsource partner through the complaint handling system.
Maintain project management of all data changes, configuration changes, verification approvals, identifying impacts, associated risks and deadlines as it pertains to overall complaint handling projects within the scope of customer care.
Ensures compliance with ADC/Telerx Program Quality Measures i.e., frequency of monitoring, auditing and quality coaching.
Supports Quality Program review for E-mail (Kana).
Participate in interdepartmental meetings, teams and projects in order to ensure effective delivery of competitive levels of customer services both internally and via our partners.
Assist in the development and modification of training materials for call center support staff to increase effectiveness of learning and reinforce training. Provide training to call center support staff as necessary. Develop and maintain program policies and procedures that support regulatory, quality, and legal compliance. Ensure training is completed in a timely manner and documented appropriately.
Candidate must be available to work non-traditional hours (i.e. on call) and travel 25% of time.Qualifications
Minimum bachelors degree in Business or Healthcare related field. Candidate will be expected to communicate with both internal and external customers in an effective manner. In addition, candidate will be expected to assist in the development of training materials as well as conduct training, as necessary. Knowledge of regulations and standards affecting IVDs and Biologics.
Minimum of 5 years project management experience.
Previous Customer Care/Technical service/Clinical Professional experience essential.
Possess genuine empathy, patience and ability to skillfully direct contacts to resolve customer issues in a timely manner.
Experience working in medical device, pharmaceutical or other acute health care organization.
Knowledge of adverse event complaint handling processes, procedures and cooresponding FDA regulations.
Experience resolving legal complaints and escalated customer issues. Must be able to accurately document and verbalize issues and have the ability to work with management and senior level Abbott Diabetes Care employees to resolve.
Must be able to work in fast pace, high pressure team environment. Must be a team player.
Experience in developing and delivering training in medical device or healthcare setting a plus.
Computer literacy, high level of experience with MS Word, Excel, and Power Point.
BA/BS Required. Life Sciences a plus, or equiv and a minimum of 5 plus years.
Knowledge of diabetes, blood glucose meters, insulin pumps, continuous glucose monitoring helpful.Day to day functions may include the following:
Performing follow up calls to customers reporting medical and legal complaints, handling escalated/irate customer calls, conducting product troubleshooting with customers, liaison between ADC Alameda and supplier to resolve issues that may negatively impact service, actively participating in departmental meetings as well as being asked to represent Customer Service in meetings, etc.
Monitoring of internal quality processes. Assisting in analysis of performance trends for agents and quality monitoring staff. Participating in Quality activities to identify and resolve potential gaps in information and evaluation consistency. Actively participate in departmental meetings as well as being asked to represent Customer Service in meetings, etc.
Position has the ability to positively impact customers who use ADC products. Position represents ADC to the customer and individual is expected to positively reflect ADC's mission. Position has a high level of accountability.
Must be able to objectively analyze situations and able to look at the overall scheme.
Must be able to make sound decisions with the customer in mind while in compliance with ADC's policies and procedures.
Bachelors Degree

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REQUIREMENTS
Please see Job Description