Complaint Evaluation Officer Job Description Sample
Complaint Resolution Officer
UCSD Layoff from Career Appointment: Apply by 06/01/18 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor. Eligible Disability Counseling and Consulting services (DCC) or Special Selection clients should contact their Vocational Rehabilitation Counselor for assistance.
The Complaint Resolution Officer (CRO) reports to the Title IX Officer/Director of the Office for the Prevention of Harassment and Discrimination (OPHD). Under general direction, the CRO assumes major responsibility for responding to complaints of harassment and discrimination, exercising independent judgment in the intake, informal resolution, and formal investigation of complaints and in establishing strategies for the resolution of identified problems. The CRO independently provides impartial consultation, conflict resolution, and problem solving in response to complaints and inquiries received from members of the campus community and affiliates, including faculty, staff, students, parents, and UCSD Healthcare employees.
The CRO makes recommendations to the Director, or, where appropriate, directly to campus administrators or other individuals, and may recommend changes to procedure to insure institutional equity and fairness. The Complaint Resolution Officer also trains management and supervisory personnel regarding the interpretation of University nondiscrimination policies and the University's obligations under those policies. In addition, the CRO develops, implements, coordinates and evaluates education programs regarding discrimination issues for the entire campus community, including programs satisfying the state-mandated sexual harassment prevention training for supervisors.
Must have access to reliable transportation.
Occasional evenings and weekends may be required.
Thorough knowledge of ethics and compliance profession, theories and systems of internal control, and professional compliance and investigations standards. Knowledge of organizational practices, standards and professional ethics.
Broad knowledge of University ethics and compliance policies, procedures and programs. Knowledge of conflict resolution, mediation skills and techniques, communication and listening skills, and diversity issues.
Applies thorough ethics and compliance concepts and applications in the completion of assignments. Skills in problem-solving. Ability to maintain confidentiality and be discrete. Commitment to principles of due process, fairness and respect.
Demonstrated ability to maintain neutrality in the face of resistance, indifference or hostility. Experience in performing under stress with frequent interruptions and distractions.
Ability to gather, organize, complete analysis and develop recommendations in the completion of assignments. Experience in exercising independent judgment in the assessment, investigation, and resolution of concerns brought to the Office for the Prevention of Harassment and Discrimination.
Strong skills in and working knowledge of conflict resolution, problem solving techniques, screening, interviewing, advising and investigation. Strong analytical skills and the ability to assess and negotiate complex, highly sensitive situations.
Skills in coalescing viewpoints and facilitating outcomes in group settings. Including the ability to listen well, be a creative problem solver, demonstrate sensitivity to, and respect for people's needs. Work as part of a university-wide community to resolve complaints and issues and be empathetic toward others.
Ability to present information in a clear and concise manner both in writing and verbally. Ability to suggest practical and effective recommendations; strong analytical and research skills to identify internal and external resources.
Proven skill in writing concise, logical and grammatically correct analytical reports to convey complex and sensitive issues. Strong presentation and training skills to prepare, organize and present outreach, conflict resolution, and other training to groups.
Skill and sensitivity to interact with diverse constituencies of various ethnic, social, cultural, economic and educational backgrounds in order to identify, investigate and facilitate problem resolution and to educate members of the University community effectively.
Ability to establish and maintain productive working relationships with campus administrators, staff, faculty and students. Ability to assist or consult with administrators, staff and faculty in assessing procedural, policy or ethical concerns in complex matters.
Ability to read and interpret complex legal documents such as court cases, laws and guidelines to evaluate their impact on University policy and procedures. Working knowledge of federal and state laws and regulations related to compliance with nondiscrimination law, including sexual harassment and Title IX of the Education Amendments of 1972.
Demonstrated knowledge of computers, word processing and PowerPoint.
Job offer is contingent upon a satisfactory clearance based on background check results.
Position is designated "Confidential" within the meaning of Higher Education Employer/Employee Relations Act (HEERA).
Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requiring to Report Child Abuse prior to commencing employment. CANRA Penal Codes and related definitions, requirements, and responsibilities may be obtained online.
The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html
UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.
Complaint Resolution Officer
Requisition Number: 29016 Job Title: ADMINISTRATIVE ANALYST I, PRINCIPAL Working Title: Complaint Resolution Officer Salary: $5,325 - $10,533 monthly Job Type: Contract Department Name: 3045-STAFF AFFIRMATIVE ACTION Department Website URL: Job Summary Statement: Under the general oversight of the Director, Staff Diversity and Affirmative Action/EEO Compliance, the incumbent is responsible for: 1. The investigation and resolution of discrimination complaints, 2. monitoring and advising managers on compliance with State, Federal and University EEO guidelines and regulations, 3. providing consultative services to campus departments, 4. Conducting training sessions on EEO compliance. Percentage of Time: 100 Shift Start: 8:00 am Shift End: 5:00 pm Qualifications for Position
15 Records Qualifications Required/Preferred
1.Working knowledge of Federal and State regulations related to EEO/Affirmative Action laws that apply to the public sector consistent with University of California policies and guidelines.
2.Working knowledge of federal and state employment practices, procedures and laws, including performance management, corrective action, progressive discipline including termination of employment.
3.Demonstrated skill in analyzing information, problems, situations, practices and /or procedures to define the problem or objective, identify relevant concerns, identify patterns and relationships, formulate logical and objective conclusions, and recognize alternatives and their implications.
4.Demonstrated ability to write detailed, well-organized, publishable analytical reports, procedures and/or memos.
5.Demonstrated skill in negotiating, exchanging ideas, information and opinions with others to formulate policies and programs and/or arrive jointly at decisions, conclusions and/or solutions.
6.Demonstrated ability to make oral presentations to individuals or groups to enhance understanding of applicable policy or procedure in the employment field.
7.Demonstrated ability to interpret and effectively explain complex policies and procedures to all levels of students, academic, and staff personnel.
8.Demonstrated ability to quickly establish rapport and professional credibility and to gain the trust of administrators, faculty, and staff at all levels of the University as well as individuals external to the University.
9.Demonstrated ability to recognize an emergency situation and take appropriate action.
10. Demonstrated ability to function as part of a team and to collaborate with colleagues to facilitate the resolution of employee and/or organizational issues.
11. Demonstrated ability to function effectively under conditions of frequent interruptions and/or distraction, changing priorities, multiple deadlines and a frequently heavy workload.
12. Demonstrated ability to work independently with only general direction and to accept equivocal circumstances and take appropriate action where answers to a problem are not readily apparent.
13. Demonstrated ability to appropriately handle confidential and/or sensitive information and/or documents, including information related to collective bargaining.
14. Ability to interact and communicate with individuals from various cultural, social, economic and educational backgrounds.
15. Juris Doctor (JD) from an accredited American Bar Association (ABA) institution.
Preferred Additional Posting InformationBargaining Unit: 99-Policy Covered Application Deadline: 12-26-2018 External Posting Date: Quicklink To Posting: hr.mycareer.ucla.edu/applicants/Central?quickFind=74579 Special Instructions:
This is a one year contract appointment, subject to renewal. Contact information: Number of Positions:
Special EmploymentDesignations/Requirements Per UC PolicyConflict of Interest: N/A Critical: Continued employment contingent upon completion of satisfactory background investigation.
Driving Record: N/A E-Verify Check:
Certain positions funded by federal contracts/subcontracts requires UCLA to notify job applicants that an E-Verify check will be conducted and the successful candidate must pass the E-Verify check.
More Information This position does not require E-Verify check. CANRA:
Is this position designated as a mandatory reporter under CANRA? No Other Special Employment
Position is subject to performance standards and other requirements of the University wide Police Policies and Administrative Procedures.
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Complaint Testing Specialist (Flod IC)
Job Description: Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal's 254 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.
As a First Line of Defense (FLOD) Internal Control (IC) French Complaints Testing Specialist, your primary responsibilities are to carry out quality reviews and risk testing for processes deemed as high risk, primarily those related to interactions with PayPal customers. The FLOD IC Complaints Testing Specialist will document findings and prepare relevant Key Performance Indicator (KPI) data in accordance with department procedures and task guidelines. The FLOD IC Complaint Testing Specialist will also escalate issues to the Complaint Program Analyst and/or management as appropriate.
Perform risk and control assessments for PayPal Enterprise processes, including the documentation of initial Complaint Category and Trend information based on the interaction reviewed to develop Complaint Root Cause statements
Provide clear, concise and effective evaluation feedback to mitigate risks identified. provide coaching to teammates who work directly with PayPal Customers
Ensure quality testing and monitoring records are maintained in the appropriate systems of record
Provide input to improve policies and procedures
Provide regular updates to management regarding trends and changes recognized during day to day monitoring activities
Ensure allocated work is completed in accordance to monthly milestones
As needed, assist in the development of testing processes and/or infrastructure elements in support of control testing expansion plans
Demonstrated attention to detail and knowledge of multiple functional business areas across the PayPal Enterprise
Demonstrated thorough knowledge of PayPal tools, services and products. Knowledge of Venmo, Braintree or Swift services and products a plus
Must display a high level of professionalism, sound judgment, commitment, integrity, teamwork, and customer service
Strong analytical, cross-referencing and deductive reasoning skills. Ability to problem-solve, review and analyze data, locate its source, effectively assess risk, identify root cause of issues and identify operational efficiencies
Effective verbal and written communication skills
Proficient in the use of a personal computer and its applications, including Windows and Windows based applications (Word, Excel, Power Point, etc.)
Basic Knowledge of control testing systems and software (NICE/Nexidia, PET, Admin Tools, Attack, etc.) required
Demonstrates high level of self-awareness and adapts style to facilitate resolution
6+ years relevant work experience required
Fluent French is required for this role
2+ Years in risk and compliance testing capacity
Experience and knowledge of Customer Operations preferred
Diploma or equivalent required
Bachelor's degree preferred
We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.
PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.
Strategic Planning & Evaluation Officer
What we do:
The objective of the Strategic Planning Office (SPO) is to facilitate the setting of the Bank's medium-term strategic priorities and align the multi-year and annual resource planning, budget and performance measurement processes to those priorities. The SPO works closely with the Bank's senior leaders,, related subcommittees, and other stakeholders to facilitate the Bank's Planning, Resourcing and Evaluation processes, which include articulating the Bank's strategic priorities and objectives, aligning the Bank's overall resource allocation to support those priorities, developing, monitoring and evaluating performance measures that enable the Bank to assess its progress towards meeting those objectives, and developing valuable insights and analytics to support fact-based and strategically aligned decision-making.
The head of Strategic Planning and Evaluation is responsible for managing the Bank's strategic planning processes including, but not limited to, long-range vision and priority setting, environmental scans, annual objectives setting, and performance monitoring and evaluation.
Your role as a Strategic Planning & Evaluation Officer:
Developing, maintaining and evolving frameworks, tools (incl. technology solutions), programs and processes, and related training and change management efforts, to facilitate the Bank's strategic planning and evaluation cycle (e.g. Environmental Scan, Bank Objectives, Capital Portfolio Management, Portfolio Prioritization, Quarterly Performance Reporting/Dashboard, Off-cycle Review);
Engaging with senior leaders to understand, synthesize and translate information about the Bank, the Federal Reserve System, and the external environment into meaningful insights to support the setting of the Bank's strategic objectives. Engaging with key stakeholders to translate those insights into actionable strategic alternatives for decision-makers. Partner with the Financial Planning & Analysis team to align the Bank's resource plans to its strategic priorities;
Engaging with the Bank's governance bodies and business areas to define strategic initiatives in support of the Bank's objectives, and develop implementation plans for those initiatives, including metrics and milestones of progress; provide guidance on the development of business cases to support resource investment where needed;
Leading the execution of quarterly monitoring processes to evaluate and report on the progress of the strategic and capital portfolios against intended scope, schedule, and resource plans. Synthesizing portfolio monitoring information into key performance themes and learnings, and translating those into recommendations for improvements that will enhance the Bank's ability to execute over time;
Maintaining a working knowledge of business area functions, their operations, strategies, challenges, and resource needs. Act as a trusted advisor to business stakeholders to enable and improve strategic problem solving;
Building relationships and maintain effective communication and coordination between the department, other Bank Groups, other Reserve Banks, the Board of Governors, vendors, and/or other external customers/stakeholders. Participating in Bank or Federal Reserve System workgroups and taskforces related to area of responsibility, and conduct and coordinate special projects;
Partnering with Internal Communications and other Bank Groups to develop and execute communications, education and awareness programs related to the Bank's strategic initiatives and, more broadly, the Bank's planning, resourcing and evaluation cycle;
Leading strategic and tactical planning for the department, including vision, organizational design, and internal resource strategies and capability-building;
Leading and/or contributing to the development and implementation of other programs and/or special projects across the SPO in support of the broader planning, resourcing, implementation and evaluation lifecycle and the capabilities/infrastructure that support it;
Lead, coach and developing a high-performing team, including the development of an annual plan derived department goals and appropriately balances workload and development opportunities across the team.
Identifying and implementing operational improvements to enhance department performance, manage risk, and benchmark to industry best practices.
What we are looking for:
Undergraduate degree required; advanced degree in finance, economics, public policy, business or related field, particularly MBA or MPA, strongly preferred;
Generally 12-15 years including 7 years of relevant experience required (e.g. experience in enterprise or business unit planning, strategic portfolio management and/or outcomes evaluation roles);
Management experience of 5 years required with proven experience building and coaching high performing teams;
Ability to think strategically and plan effectively, including initiative and foresight to anticipate the evolving needs of the SPO and the Bank, particularly with respect to the planning, resourcing and evaluation lifecycle;
Natural curiosity and excellent business acumen with the ability to see the big picture and connect the dots between the external environment, strategic priorities, and resource plans, leveraging information from disparate sources and forums;
Strong analytical and translation skills, with demonstrated ability to quickly gather, analyze and synthesize information;
Lateral thinking and creativity to scope a business problem (issue identification, problem structuring, analysis) and develop multiple, innovative viable methodologies and actionable recommendations for solving it;
Excellent written and verbal communications skills, including the ability to synthesize "the story" for executive-level audiences and adjust messages and style based on different audiences and agendas;
Strong project / program management skills, including the ability to clearly articulate the scope of work, timeline and resources required to achieve a desired outcome, and identify and mitigate or manage risks and key dependencies;
Experience working at a senior level in an organization across one or more mission-line businesses or a cross-business function strongly preferred;
Excellent relationship and stakeholder management skills, with demonstrated ability to collaborate with colleagues across an organization to deliver successful outcomes on projects involving multiple stakeholders;
Well-developed organizational skills with ability to manage multiple concurrent projects and priorities;
Track record of professional accomplishment with increasing levels of responsibility and influence demonstrating a high level of personal initiative, including setting and achieving challenging goals, and ability to get things done in an environment of change and ambiguity.
The Federal Reserve Bank of New York is committed to a diverse workforce and to providing equal employment opportunity to all persons without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, or military service.
Complaint & Appeal Anly
This position includes receiving incoming calls from members who desire to file a complaint, grievance, or appeal with the Grievance, Appeals, and Member Grievance department.
This position includes speaking with members who may be distressed or in crisis while capturing their complaint and documenting it accurately.
Position requires taking incoming calls from members desiring to file a complaint with the Grievance, Appeals, and Member Grievance departments.
Position requires handling callers who are distressed or in crisis, and working with the member to resolve issues when appropriate.
Position requires strong writing skills with the ability to capture information from the caller accurately.
75% of time receiving incoming calls from members; calls could be regarding acute care or behavioral health.
25% documenting the call accurately, composing and sending emails and letters.
1-2 years behavioral health experience. Medicare and Medicaid experience desired. Customer service (phones) a plus.
The highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.
LICENSES AND CERTIFICATIONS
Mental Health/ is desired
Customer Service/ is desired
Customer Service/ is desired
Customer Service/Call center monitoring & analysis
Inbound calls - call center location/
- Clinical / Medical/Direct patient care (hospital, private practice)/
- Aetna Applications///
- Desktop Tools///
ADDITIONAL JOB INFORMATION
Rewarding position within a department of bright individuals who work cohesively.
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.
We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.
Together we will empower people to live healthier lives.
Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
Benefit eligibility may vary by position. Click here to review the benefits associated with this position.
Aetna takes our candidates's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.
Complaint Unit Surveyor
The Massachusetts Department of Public Health (DPH) Bureau of Health Care Safety and Quality, Division of Health Care Facilities Licensure and Certification (DHCFLC) is seeking qualified individuals dedicated to public health and quality of life to conduct health care facility surveys. Individuals shall monitor and evaluate the current level of health care services provided throughout the Commonwealth to determine compliance with regulations for licensure and certification. The selected candidate will write evaluative and other reports on findings; design and perform studies evaluating the effectiveness of health care facilities, services, and related programs; consult with Department staff, other state and agencies and organizations on the provision of health care; coordinate health care services and related programs among agencies; develop and conduct training for health care professionals.
The DHCFLC is responsible for surveying and inspecting approximately 800 Massachusetts health care facilities and programs certified for participation in the Medicare and Medicaid programs. The selected candidate will play a vital role ensuring nursing homes and other health care facilities comply with all state and federal regulations. The ideal candidate will have experience working in a health care setting, an understanding of regulations and policies that apply to health care facilities in Massachusetts, and experience leading a large and diverse team of professionals.
This is a field position, and statewide travel will be necessary to complete complaint surveys and travel into the Division's main office will be required.
Please note the office location assigned to this position is currently 99 Chauncy Street in Boston, MA. It is anticipated that in July 2019, this site will potentially be relocated to one of the following cities/towns: Framingham, Hopkinton, Hudson, Marlborough, Northborough, Southborough or Westborough. The office location for this position will be transferred to the new location when this occurs.
Statement of Duties and
Inspects and surveys health care facilities and services to determine compliance with rules and regulations for certification and licensure.
Conducts desk review of health care facilities and services to determine a provider's compliance with rules and regulations for certification and licensure.
Conducts complaint investigations and surveys of health care facilities and services to determine if services are being provided to patients, clients, and residents, in compliance with regulations for certification and state licensure and state and federal laws.
Documents the findings in the investigation report by identifying the evidence gathered to support the final determination and documents deficient practice in a statement of deficiencies.
Evaluates the plans of correction submitted from health care facilities and conducts follow up visits to determine ongoing compliance with rules and regulations for certification and licensure.
Participates in the development of methods of evaluating health care services and related programs, in order to determine the degree of acceptance and utilization of health care, type and breadth of service, characteristics of recipients, extent of involvement of professional workers, operational costs and other related activities.
Performs patient centered reviews of Medicare and Medicaid recipients to assess the quality and appropriateness of care rendered in such facilities and to assure the compliance of each facility with state and federal utilization control requirements.
Provides consultation, guidance and training to facilities, health care professionals and other staff involved in patient care, and direction of programs.
We are seeking candidates who possess the following qualifications:
The ideal candidate must have knowledge of the principles and practices of health care administration including the factors, trends and problems in providing health care services to client groups such as infants, the aged and the infirmed, to include but not limited to the knowledge of safety practices and procedures followed in providing health care, terminology and standard abbreviations used in health care administration, the types and uses of equipment, apparatus and materials used in a health care facility, and the methods of general report writing.
The candidate must have the ability to understand, explain and apply the laws, rules, regulations, policies, procedures, specifications, standards and guidelines governing assigned unit activities. The ability to analyze and determine the applicability of heath care data, to draw conclusions and make appropriate recommendations.
The ideal candidate will have the ability to establish rapport, deal tactfully, and maintain harmonious working relationships with persons from varied ethnic, cultural and/or economic backgrounds as well as the ability to coordinate the efforts of others in accomplishing assigned work objectives, the ability to plan and conduct training or instruction and to communicate effectively in oral and written expression in a precise, understandable manner.
The ideal candidate must have the ability to prepare general and statistical reports, and maintain accurate records.
Experience in a health care setting such as a nursing home or hospital conducting patient psychosocial assessments, investigating grievances and allegations of abuse or neglect, and completing patient plans of care.
Social worker, dietician, occupational, physical, or speech therapist, with a current Massachusetts license and 3-5 years working in a healthcare facility, preferably nursing homes.
Possession of a current and valid Massachusetts Class D Motor Vehicle Operator's license required.
About the Department of Public Health:
The mission of the Massachusetts Department of Public Health (DPH) is to prevent illness, injury, and premature death, to assure access to high quality public health and health care services, and to promote wellness and health equity for all people in the Commonwealth. We envision a Commonwealth in which all people enjoy optimal health. Massachusetts ranks among the healthiest of states according to comparative analyses, but we face numerous challenges, including chronic and infectious disease, substance abuse, violence, preventable hospitalizations, and health disparities.
DPH coordinates programs and policies to address specific diseases and conditions and offer services to address the needs of vulnerable populations. We also develop, implement, promote, and enforce regulations and policies to assure that the conditions under which people live are most conducive to health and enable people to make healthy choices for themselves and their families. We license health professionals, healthcare facilities and a variety of businesses that impact public health. We operate the state laboratory and four public health hospitals. We monitor health status and manage vital records including births, marriages and deaths. We educate people about public health issues and work closely with local boards of health and community partners to identify and solve public health problems.
As an employee of the Commonwealth of Massachusetts you are offered a great career opportunity influencing a wide-spectrum of services to the diverse populations we serve - but it's more than a paycheck. The State's total compensation package features an outstanding set of employee benefits which you should consider towards your overall compensation, including:
75% state paid medical insurance premium
Reasonable Dental and Vision Plans
Flexible Spending Account and Dependent Care Assistance programs
Low cost basic and optional life insurance
Retirement Savings: State Employees' Pension and a Deferred Compensation 457(b) plan
11 paid holidays per year and competitive Sick, Vacation and Personal Time
Tuition Remission for employee and spouse at state colleges and universities
Short-Term Disability and Extended Illness program participation options
Incentive-based Wellness Programs
Professional Development and Continuing Education opportunities
Qualified Employer for Public Service Student Loan Forgiveness Program
First consideration will be given to those applicants that apply within the first 14 days.
MINIMUM ENTRANCE REQUIREMENTS:
Applicants must have at least (A) four years of full-time, or equivalent part-time, professional experience in the fields of health care or medical care in a recognized clinic, hospital or medical facility, and (B) of which at least two years must have been in an administrative, managerial or supervisory capacity, or (C) any equivalent combination of the required experience and he substitutions below.
I. A Bachelor's degree with a major in health care administration, hospital administration or public health may be substituted for a maximum of two years of the required (A) experience.*
II. A Graduate degree with a major in health care administration, hospital administration or public health may be substituted for a maximum of two years of the required (A)experience and one year of 'he required (B) experience.*
- Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.
NOTE: Educational substitutions will only be permitted for a maximum of three years of the required experience. Substitutions will be permitted for a maximum of one year of the required (B) experience.
SPECIAL REQUIREMENTS: Based on assignment, possession of a current and valid Massachusetts Motor Vehicle Operator's license may be required.
An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.
Quality Engineer 3(Designated Complaint Handling Unit)
Division: Siemens Healthineers
Business Unit: Laboratory Diagnostics
Requisition Number: 235544
Primary Location: United States-Delaware-Newark
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: Bachelor's Degree
Travel Required: 10%
Siemens is a global technology powerhouse that has stood for engineering excellence, innovation, quality, reliability and internationality for more than 165 years. As a global technology company, Siemens is rigorously leveraging the advantages that this setup provides. To tap business opportunities in both new and established markets, the Company is organized in nine Divisions: Power and Gas, Wind Power and Renewables, Energy Management, Building Technologies, Mobility, Digital Factory, Process Industries and Drives, Healthineers and Financial Services.
With 45,000 employees Siemens Healthineers is one of the world's largest suppliers of technology to the healthcare industry and a leader in medical imaging, laboratory diagnostics and healthcare IT. All supported by a comprehensive portfolio of clinical consulting, training, and services available across the globe and tailored to customers' needs. So that more people can have a life that is longer, richer, and more filled with happiness.
For more information, please visit: http://www.usa.siemens.com/healthineers
The Quality Engineer, Designated Complaint Handling Unit (DCU) will be responsible for the integrity of CAI complaint files and the complaint handling process, and will contribute to measurable improvements in complaint handling, product quality, and the customer experience. The DCU is responsible for all safety complaints, and confirmed product complaints
This role will work closely with a cross-functional team, including - R&D, Product Portfolio Management, Headquarter Support, Manufacturing, and Commercial Product Quality.
Serve as a Subject Matter Expert for the complaint handling process.
Provide complaint handling and quality engineering expertise and consultation to significant / complex projects.
Lead complaint review board forums, assign investigations to cross functional team members as necessary and monitor completion of tasks
Escalate incomplete or overdue complaint investigation and resolution tasks to the management of the responsible task owner
Contribute to product safety, product quality, and customer satisfaction related decisions (both data-based and risk-assessment-based decisions)
.Ensure prompt escalation and complete documentation of product safety complaints by requesting feedback to regional units as needed
.Ensure complaint documentation and records are complete and in compliance with regulatory requirements prior to closure
Participate and support internal, external audits and inspections
Perform confirmed complaint trending
Ensure Post Market Surveillance activities are completed
Provide input on local DCU procedures and process improvements
Minimum BA/BS degree in science or other technical field
Strong technical knowledge of CAI products
Direct experience handling complaints in the medical device industry
Experience participating in internal and external inspections (e.g., FDA, LRQA)
Strong organizational and time management skills
Strong communication skills (written, oral, and listening)
Knowledge on CAPA, complaint investigation, and field action processes
Ability to influence without authority
Ability to review, analyze, summarize, and interpret data; draw conclusions and make appropriate recommendations and decisions; write reports; and give oral presentations
Certified Quality Engineer or Certified Reliability Engineer (ASQ or equivalent) and/or
Clinical background and/or field experience desirable
OTHER/SKILLS AND ABILITIES
Demonstrated knowledge and application of QSR and international standards
Ability to influence without authority
Senior Complaint Specialist
Responsible for performing activities associated with complaint file processing, investigations, and preparing files for closure, including inputs from production, change control, risk management and other departments as needed. Reviews complaints and develops procedures for complaint handling systems that are within FDA and ISO guidelines. Viewed as departmental resource.
Works under general supervision and instruction of more experienced staff.
Provide guidance for using complaint related tools and resources.
Communicate directly with customer and internal company resources to complete information needed for the complaint file.
Clarify information provided during the Intake process to provide better clarity surrounding event descriptions.
Utilize risk management process to determine potential and actual risk related to complaint events.
Monitor and facilitate product return for complaint investigation and analysis.
Plans, conducts and executes assignments, reviewing progress and evaluating results.
Determine product failure root causes and evaluate risk of failures.
Investigate related failures, design, and manufacturing history of failed devices.
Maintains product expertise related to specific assigned products to guide and coach others on team, including mechanical function of the product and clinical applications.
Review complaints for completion, accuracy, and consistency.
Recommends changes in procedures when indicated.
Track and report on complaint progress and completion.
Prepare and complete complaint summary report updates for company.
Other duties as assigned.
- Bachelor's Degree or equivalent experience required.
- Certified Quality Engineer (CQE), Certified Quality Auditor (CQA), Regulatory Affairs Certification (RAC), and/or advanced degree in related field preferred
Work From Home: No
Travel Percentage: None
Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.
Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
Manager, Complaint Handling
For more than 70 years, KARL STORZ has established itself as a Minimally Invasive Surgical company that provides superior endoscopic imaging, enabling surgeons to better visualize anatomy and ultimately provide better surgical outcomes to patients. Our technologies include companion instrumentation and cover virtually every specialty from head to toe. We are a market leader in operating room integration — setting the standard for technological advancement with superior image management solutions. Our commitment to advancing visionary ideas has helped launch numerous MIS procedures, including many that are exclusive to KARL STORZ. As a leader in supporting education and training as well as humanitarian causes, our company continues to distinguish itself as a privately held, family-owned and operated business.
Headquartered in El Segundo, California, KARL STORZ Endoscopy-America is responsible for all U.S. distribution of endoscopes, instruments, imaging systems, electromechanical devices and OR1® integration technologies.
Reporting to the Director of Quality Management, the Manager of Complaint Handling is responsible for managing compliant Handling team of 4-5 employees and processing complaints and reportable events in North America, such as MDRs and MPRs. The Manager will provide guidance and product clinical use information to team members and complaint handling investigators and will audit complaints to identify training opportunities and guide the team members through process and technical issues. Follow the day-to-day standard operating procedures of the department including complaint processing and resolution with appropriate escalation of priority issues.Ensure that Karl Storz North America is in compliance with FDA Quality Systems Regulations 21 CFR (Code of Federal Regulations) 820.198. Responsible for leading complaint processing thorough investigation of potential MDR and Canadian medical incidents and when they are deemed reportable, file Mandatory Problem Reports.
Manage KSEA complaint handling specialists regarding all aspects of complaint handling: Filing and approving complaints, effective evaluation and investigation; Provide feedback in implementation of appropriate corrective action when necessary. Reviewing complaint handling specialists's output to ensure compliance with internal SOPs and related regulations. Provide leadership and direction to all complaint handling entities.
The Manager will audit complaints to identify training opportunities and guide the team members through process and technical issues. Follow the day-to-day standard operating procedures with appropriate escalation of priority issues. Actively participate and lead validation activities for complaint handling system as well as identifying system gaps and implementing continuous improvement.
Understand various product and customer requirements and usage to fully address concerns and potential issues. Evaluate the issue resolution process, including coordination with multiple internal departments and customer contacts, to clarify complex issues, improve communication and increase the speed of handling every issue. Work with the manufacturing teams to discuss potential product changes and/or improvements and report the action items in team meetings. Identify areas of improvement for customer training and product use.
Minimum education level of Bachelor's degree required
Minimum 10 years experience
Ability to manage employees
Proficiency with SAP transactions relating to complaints and product information
Competency in Microsoft Office including Word, PowerPoint, Excel
Excellent oral and written communication skills
Ability to focus key resources to successfully complete tasks
Strong critical thinking skills
Ability to be self-directed and proactive as well as working with a team
Ability to multi-task and handle deadlines under pressure in a timely manner
High ethical standard and ability to handle confidential information
KARL STORZ reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. Additionally, KARL STORZ, through its supervisors, may require an employee to perform duties outside their normal description within the sole discretion of the supervisor. Employee must comply will all applicable KARL STORZ policies and procedures
KSEA provides equal employment opportunities (EEO) to all applicants without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, KSEA complies with applicable state and local laws governing non-discrimination in employment
Job TitleComplaint Specialist
In this role, you have the opportunity to
Evaluate, investigate, and resolve complaints while also analyzing complaint data and gathering additional information as needed. You will manage the complaint investigation process end-to-end. You will work with other teams in a collaborative environment to complete the end-to-end complaints process in a highly regulated environment.
You are responsible for
Evaluate, investigate, track and complete complaints through effective and established complaint handling processes.
Ensure accurate documentation of evaluation and investigation results with the assigned complaint records.
Participate and collaborate objectively with team members to achieve consistent processes while identifying process improvements to drive efficiency and compliance.
Coordinate with team members in obtaining any missing information.
Collaborate with a variety of diverse persons such as Engineers, Scientists, Clinical Specialists, Field Service Engineers, Professional Customers and Manufacturing personnel to facilitate the complaint investigation process globally.
Review each complaint and determine eligibility for adverse event reporting to worldwide regulatory agencies.
Other projects as assigned.
You are a part of
The Patient Monitoring Post Market Surveillance Team is headquartered out of Andover, MA. We welcome you to join Philips HealthTech as a Complaint Specialist supporting multiple businesses, including but not limited to, Patient Monitoring and Medical Consumable Suppliers. The Quality and Regulatory team enables meaningful innovation for our customers by partnering with and guiding the business to achieve world-class quality and regulatory compliance in a rapidly changing environment, while creating a great workplace for our people to realize their career aspirations.
To succeed in this role, you should have the following skills and experience
1+ year of post-market complaints experience in a medically regulated industry.
Bachelor's degree in engineering, clinical sciences, related sciences, or relevant related experience
Proficiency using office tools such as Microsoft Office Suite and various other computer software applications.
Working knowledge of appropriate global medical device regulations, requirements, and standards such as ISO 13485 and ISO9001, and FDA QSR. Medical Device and or other regulated industry (Pharma, IVD,) preferred.
An organized, analytical thinker with exceptional attention to detail.
An excellent communicator, both written and verbal for coordinating with colleagues and regulatory authorities worldwide.
Able to exercise sound judgment within Philips using standard operating procedures and policies to determine appropriate action to achieve objectives.
Must be able to work under pressure to meet regulatory reporting timeframes and company requirements.
Experience in TrackWise or similar system is preferable.
In return, we offer you
At Philips, we strive to make the world healthier and more sustainable through innovation, and our goal is to improve the lives of 3 billion people a year by 2025. This position offers the opportunity to influence regulatory compliance worldwide and directly improve the customer and patient experience. We offer competitive health benefits, a flexible work schedule and access to local well-being focused activities.
Why should you join Philips?
Working at Philips is more than a job. It's a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.
To find out more about what it's like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.
It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws. Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.
As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.
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