Global Call Management Systems Manager (Irving, TX)

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 114,000 colleagues serve people in more than 160 countries.

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 (https://www.abbott.com/corpnewsroom/strategy-and-strength/tackling-student-debt-for-our-employees.html) student debt program and FreeU (https://www.abbott.com/corpnewsroom/strategy-and-strength/college-degree-for-free-its-possible-with-freeu.html) 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

Qualified candidates must currently live in the Irving, TX area.

Travel up to 5%

What You’ll Work On

Oversee CoreDx Call Registration Quality subsystem and overall Global Call Management systems (CMS) compliance and standardization.

Lead development, maintenance, and simplification of processes and training for CoreDx Call Registration.

Define, create, and maintain key division documents, training materials, CBTs, and metric definitions to execute on that role.

Responsible for Global Service compliance through leadership and set precedence in the following areas:

Registration systems, ticket types and ticket coding, Call Registration related CAPA and Audit Support, and Call registration related projects to improve compliance or reduce costs.

Ensures high impact projects are defined, resourced, prioritized, and implemented to achieve objectives as defined by Global Service strategic plan.

Works with cross-functionally with Global Service leadership, R&D, Quality, manufacturing, IT, and commercial leadership team to develop and support a fully integrated call registration strategy for ADD Service, leading to customer loyalty, regulatory and quality compliance, and CoreDx profitability.

Sets vision and strategy Call Registration quality subsystem and CMS projects, processes, and resources.

Serves as process owner for Call Registration and is responsible for leading community of call registration global SMEs to train, manage and monitor the compliant use of these systems globally.

Responsible for development and monitoring of KPIs for Call Registration to support EMR

Responsible for the development and implementation of CMS systems and standardized training materials to improve Call Registration compliance and reduce human errors.

Directly supports internal and external audits for Call Registration and overall Global Service processes.

Identifies call registration problems and implements corrective actions.

Responsible for Call registration related CAPA.

Serves as Document Owner for Development and maintenance of division level Call Registration and Service quality documents that support international compliance.

Supports Call registration cross-functionally, to include Quality, Medical Events, IT, manufacturing, Commercial, and the affiliates globally. This position requires the competence and communication skills necessary to present Call Registration with CoreDx senior leadership.

Required Qualifications

BS of Science, Engineering, or Business Management required.

Knowledge of regulations and standards impacting IVD is required.

A minimum of 5 years’ experience in IVD Service or IVD Compliance/Quality is required.

Preferred Qualifications

Quality certification(s) and advanced education in a scientific/technical or business field is desired.

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 (http://www.abbottbenefits.com/pages/candidate.aspx)

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 $95,000.00 – $190,000.00. In specific locations, the pay range may vary from the range posted.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email [email protected]