What are the responsibilities and job description for the Customer Care Claims Team Lead position at BD?
Job Description Summary
The Claims Team Lead provides leadership and direction for the resolution of disputes (OS&D, pricing, transportation, customer returns, etc.) and escalated issues related to post-order support. The Claims Team Lead has direct responsibility for ensuring the Claims Representatives fully understand the end to end claims processes associated with established work instructions and SOP’s according to Quality Control Procedures. Delivers on departmental strategies, objectives, SLA’s/KPI’s, and benchmarking to best in class performance metrics. Drives to support Cx initiatives and projects within Customer Care as they relate to Claims management. Communicates with management and immediate team on escalations, changes, and updates.Job Description
Responsibilities:
Day to day supervision of assigned team, ensure schedule adherence, order accuracy, service and quality interactions and that all department measurements are met.
Ensures that team members, under direct supervision, follow established procedures, practices and policies for Department and for the Quality System.
Responsible for all HR planning; direct connection with temp agency when bringing contingent workers to the team. Has concrete screening process in place to ensure we are hiring top talent.
Drives and exhibits Culture of Accountability principles and embeds Customer Care Beliefs within team.
ensure adherence to regulatory (SOX, ISO, FDA, cMDR, etc.), business and department guidelines, policies, and procedures.
Ensures accuracy of claims process by performing established quality monitoring checks of the process from beginning to end.
Participate in and occasionally lead Lean, Six Sigma and other CI activities.
Review and approve credit, debit and RGA transactions up to authorization levels and as appropriate per BD policy and procedure.
Participation in issue resolution and customer contact escalations. Investigate and resolve service complaints from internal and external customers.
Responsible for personal and professional development to maintain expertise and growth in the areas of management through training, networking, and professional affiliation.
High School Diploma. Preferred: BA/BS degree
3+ years working in a call center, preferably in the Healthcare or Medical Device industry.
1+ years of SAP experience preferred
1+ years of customer contact center or claims supervisory experience
1+ years of Supervisory/Leadership experience.
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.
#LI-PRO
Primary Work Location
USA TX - San AntonioAdditional Locations
Work Shift
