Service Ticket Review Specialist

Job description

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

·  Career development with an international company where you can grow the career you dream of.
·  Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
·  An excellent retirement savings plan with high employer contribution
·  Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
·  A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
·  A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

Our location in Irving, TX currently has an opportunity for a Service Ticket Review Specialist.

What You’ll Work On

Review service ticket documentation to identify potential reportable events. 

Potentially reportable events are situations where an Abbott device may impact the health or safety of the user of the medical device, or the patient that is being tested by the device. 

·  Examples might include cases of fire, a user injured by the device, or an incorrect patient test result that might impact the health of the patient.

The Reviewer will use the Abbott ticket documentation procedures to identify if the ticket:

1. Meets the definition of a potential reportable event, or

2. If the ticket documentation does not provide enough detail for the reviewer to make the judgement. 

The ticket reviewer, based upon their evaluation of the ticket, would follow up with the owner of the ticket to update the ticket documentation to correct any identified issues.

The global regulatory requirements dictate that reportable events must be identified and reported within days of the event.  Therefore, this position requires the reviewer to make accurate and timely decisions on each ticket. 

Main Responsibilities

·  Review service tickets under limited supervision and apply subject matter knowledge and applicable procedures to make decisions on potential reportable events.
·  Effectively communicate with the Abbott field team on tickets without the information needed to make the decision.
·  Ticket review decisions must be done with a very high degree of accuracy and timeliness to meet the regulatory requirements.
·  Position requires reading/reviewing tickets and corresponding with ticket owners via email.

Required Qualifications

·  Associate degree with at least 2 years of experience in a medical laboratory environment, field service, clinical experience, or diagnostic product experience.

Preferred Qualifications

·  Medical Technology, Medical Laboratory Technician, or a closely related clinical laboratory field of study. 
·  Two (2) or more years’ experience working in a clinical laboratory and reviewing testing results is recommended. 
·  Experience working with in-vitro diagnostic instruments and the associated clinical tests, specifically in the areas of clinical chemistry, immunoassay, and hematology. Strong written and verbal

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com , on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

     

The base pay for this position is
$48,000.00 – $96,000.00

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Customer Service

     

DIVISION:

HIAC Core Lab

        

LOCATION:

United States > Irving : LC-02

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

No

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

     
Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

     
EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

     
EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf