Job Description Summary
Service Delivery SME, Customer Service (CS) - Claims Management is responsible for maintaining CS-Service Claim process knowledge and making sure the process is driven according to agreed standards and KPIs. He/she collaborates closely with BD stakeholders and BPO (Business Process Outsourcing) associates to ensure operational excellence in the CS - service claim management processes. This role requires strong communication and collaboration skills as well as very good process knowledge and understanding of dependencies.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:
Claims Subject Matter Expert
Review and validate CS - Service Claim Management procedures and work instructions, make sure all changes are correctly approved by authorized associates.
Address any process unclarities, inefficiencies, doubts and roadblocks reported by operational team to correct stakeholders.
Support CI initiatives in CS - Service Claim Management roadmap to enable automation and process excellence.
Promote standardization of operations across systems and countries, make sure the exceptions are limited to minimum; define standards and maintain standardization matrix; support initiatives to ensure improvement.
Support implementation of new tools and systems by performing testing, preparing teaching and training materials in collaboration with BPO and internal/ external stakeholders.
Quality & Compliance
Make sure that BPO acts in compliance with BD process, policies and quality standards.
Perform quality and consistency checks
Address any quality or compliance issues that are reported for claims processes
Ensure SOX controls are timely executed by BPO and QTC-GBS stakeholder, and evidence is available (price override spot checks), support all audit actions as per requirements
Support internal and external audits
Process performance & governance:
Report, analyze and monitor claims and CS metrics to detect process gaps.
Collaborate with BPO, CS Teams and stakeholders to address these gaps and take proactive actions to close identified deficiencies.
Perform root cause analysis in case of escalations or KPIs below the agreed targets on the regional or country level. Support preparation and validation of improvement plan. Monitor progress and report on risks and issues.
Support the claims governance implemented, monitor timely actions and accuracy of root cause analysis. Organize regular Gemba to make sure root causes are correctly defined and addressed.
Requirements:
At least 3 years of experience in customer service, order management, supplier management, or related field.
Good command of Microsoft tools.
Knowledge of SFDC, SAP-S4 is a plus
Fluency in English both written & oral mandatory, any other language will be an asset.
Strong communication and collaboration skills, process excellence and customer service.
Results driven attitude and focus on problem solving, ready to take ownership for assigned tasks.
Able to work in dynamically changing environment and perform effectively despite time pressure.
Understanding of quality and compliance concepts
Click on apply if this sounds like you!
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of 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, or any other protected status.
To learn more about BD visit: https://bd.com/careers
Required Skills
Claims Management, Service DeliveryOptional Skills
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