Customer Advocate- Clinical

Cardinal Health is recognized around the world as a pioneer in IV management and medication safety systems. We are constantly advancing technology, envisioning innovated solutions, and bringing our expertise to products and services that deliver life-sustaining medications to provide medication safety at the point of care. We believe in demonstrating the highest level of business ethics, delivering quality products and services, and setting the standards for product safety and accuracy for patients and caregivers.

If you have a passion for transforming your problem-solving and critical-thinking skills into clinically significant [A1] solutions, then consider this opportunity with Cardinal Health, Alaris Products. As a Customer Advocate Clinical, you will be responsible for triaging of customer experiences and problem-solving customer issues.. You will complete all tasks associated with management of complaint handling including reviewing, investigating, resolving, replying and trend reporting in conjunction with failure investigation team. You will provides clinical expertise to product development teams, product improvement teams, marketing, sales, regulatory affairs, external customers, and other functions or groups in the form of clinical consultation. You will assess the severity of complaints and determine how to communicate them for regulatory compliance and optimal root cause resolution. Decision-making on filing Medical Device Reports (MDRs) with FDA and competent authorities in Canada and Europe should this be required.

In concert with Globabl Customer Advocacy Manager, you will strategize to direct the efforts in key Alaris accounts, including problem accounts, large scale Group Purchasing Organizations (GPOs), hospital evaluations and implementations, and crisis management of Alaris customers. Additional responsibilities include:

* Communication with key customers and directs customer appeasement activities.

* Interaction directly with customers in senior and staff positions, including traveling to hospital sites as needed, in order to appropriately assess customer experience.

* Identification and recommendation of new product account implementation .

* Communication of customer feedback among the Alaris and Cardinal Health .

* Review of healthcare and scientific literature to maintain expertise and current awareness of relevant issues to products. Development of clinical documentation in forms suitable for customer distribution.

* Participating in key project meetings as they relate to account crisis management. Coordination of responses to problem accounts. Serves as a team leader in crisis management.

* Performs other duties as assigned.

* Bachelor degree required, BSN highly desirable; advanced degree preferred. Minimum of 12 to 15 years experience, to include a minimum of 5 years experience in in-patient hospital setting, sales management, clinical management or technical support management and 5 years managerial experience; or equivalent combination of education and experience.

* Experience working with physician, nursing and pharmacy leadership on the development of clinical services, clinical best practices and/or care paths utilized as a standard of clinical practice across multiple hospital locations.

* Strong proficiency in computer applications such as Microsoft Word, PowerPoint and Excel.

* Ability to work on multiple projects with various disciplines are essential. Position requires innovative thinking, ability to solve problems and meet deadlines.

* Travel as required.


Benefits:


Cardinal Health offers a competitive compensation and benefits package including 401K and tuition reimbursement. Successful candidates must pass a background check and drug screen. We are an Equal Opportunity Employer M/F/D/V - Diversity Works Here.