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Sr. Interoperability Consultant, Professional Services job

BD (Becton, Dickinson and Company) jobs



Job Description

# Job Description SummaryBD Alaris infusion systems, infusion software, infusion system therapies, and IV therapy sets and accessories can help pharmacy, nursing and other departments address diverse infusion needs. Our comprehensive portfolio also offers platform interoperability across medical devices and HIT systems to help reduce errors, increase efficiency and enhance patient care.

The BD Alaris System supports a range of specialties, including Oncology, Pain management, Critical care/ICU, Med/Surg, Outpatient

Learn more: https://www.bd.com/en-us/offerings/brands/alaris

# Job Description

**Home-based positions with travel. Ideal candidates will reside anywhere in the US near a major airport**

The Interoperability Consultant is responsible for the maintenance of customer relationships in assigned accounts, maintaining a high level of customer service at or above expectations, and demonstrating accountability for their part in the BD customer relationship. This position serves as an EMR interoperability expert for BD customers. The Interoperability Consultant provides consultation to facilities using BD infusion products, hardware (device) and software (interoperability and connectivity), as well as responsibility for reporting, primarily in the post-implementation process. The position leads presentations and discussions with key individuals or groups to address issues and/or concerns, provides assessments, and re-enforces the value of the BD solution(s). The Interoperability Consultant develops and maintains a positive relationship with BD's EMR vendor partners, and participates in continuous improvement projects as assigned.

**The overall responsibilities of the Senior Interoperability Consultant include:**

+ Demonstrates comprehensive knowledge and understanding of relevant operations, products, and services.

+ Provides leadership to BD customers post implementation of EMR interoperability and integrated solutions products.

+ Provides advanced HL7 message interpretation and failure resolution to customers and ability to escalate to technical SME when appropriate.

+ Provides follow up to customers, according to department guidelines/criteria, for the purpose of system assessment, customer satisfaction, and problem solving. Develops recommendations to assure that customers experience the full benefit and capabilities of their implemented integrated solutions product through their ISMS entitlements.

+ Partners with Technical Support Center (TSC) to proactively manage the current EMR interoperability install base.

+ Provides support for Tier 3 escalation and response to customers EMR interoperability product issues identified and escalated through the Technical Support Center (TSC) or Customer Advocacy Department (CAD) including root cause analysis and identification and developing action plans as directed to mitigate issue reoccurrence.

+ Provides input into development and/or revisions of customer education material, assessment tools, and reporting documents.

+ Influences customer acceptance and utilization of EMR interoperability and integrated solutions products in single hospital or small/medium IDN's.

+ Applies in-depth skills and broad knowledge of EMR interoperability to address complex problems and non-standard situations.

+ Acts as liaison between the EMR partners and implementation teams driving improvements with relationships and processes.

+ Assess and validates appropriate channel for identifying and resolving EMR interoperability issues (remote versus onsite).

**Skills, Duties and Tasks particular to the Senior Interoperability Consultant role:**


+ Facilitation of conference calls and customer meetings primarily for single hospital and small/medium IDN's with implemented EMR interoperability or other integrated solutions products.

+ Coordinate communications flow throughout account team and customer with regards to customer engagements, completion of reports in a timely manner following customer engagement, communicate findings to account team and customer, and additional follow-up as needed with both account team and customer.

+ Establish rapport with customers that is conducive to long term business relationships.

+ Must be able to manage customer teams, gain consensus within teams and deliver concise and consistent communication.

+ Provides feedback to Business Operations and Field Trainer for continuous improvement of implementation methodology, tools, and services.

+ Communicates findings and action plans to TSC and/or CAD on escalations for EMR interoperability or integrated solutions products.


+ Demonstrates expert knowledge of EMR interoperability workflow processes, hospital data set/drug library alignment, system integration, device settings, and interface validation within single hospital and small/medium IDN's.

+ Ability to interact and guide diverse cross-functional teams with a focus on EMR interoperability and integrated solutions products within single hospital and small/medium IDN's.

+ Must be detail oriented, able to multi-task and the ability to support complex issues consistent with established company and customer objectives.

+ Demonstrates critical thinking and ability to aid customers in improving current business/practice operations including standardization with regards to EMR interoperability and integrated solutions products across single hospital and small/medium IDN level health systems.

+ Demonstrates advanced problem solving, troubleshooting and system consultation as it relates to clinical workflow and best practice considerations and health system standardization.

+ Mentor BD associates on products, best practices and customer education

+ Expected to act as a customer support resource when necessary.

+ Expert with BD Medication Systems Infusion products.


+ Coordinate client resources and assign project tasks

+ Ability to actively lead projects when required

+ Works independently

+ Timely completion of internal company documentation

+ Timely completion of project documentation

+ Determines own work priorities.

+ Possess excellent organizational skills with the flexibility to readily adapt to change

**Required Soft Skills:**

+ Negotiation skills

+ Effective interpersonal skills

+ Team leadership

+ Ability to work in a matrixed environment

+ Effective, professional customer communications (both verbal and written) including at executive level

+ Decision making skills

+ Working within project teams

+ Conflict resolution


+ Bachelor's degree required or equivalent experience; advanced degree or certification preferred

+ 6-10 years of experience in related field or equivalent combination of education and experience

+ Acute care hospital experience preferred with emphasis on nursing informatics or supporting an EMR environment

+ Knowledge of HL7 language

+ Specific knowledge of BD business highly desired

+ Must possess and maintain a valid driver's license and meet BD's auto safety standards.

+ Home based position with travel. Travel may range from 50 - 80%, overnight travel. Position requires flexible working hours, including some nights and weekends. Ability to work independently from home office

+ Upon hire, must provide proof of, and maintain current immunizations and obtain additional immunizations appropriate for the facility which enables access to customer sites in order to perform essential job functions. Proofs must include: Hepatitis B, Influenza (current year), MMR (mumps, measles, rubella), Varicella (chicken pox) Annual TB/PPD (skin test), Tetanus/Diphtheria/Pertussis

# Primary Work LocationUSA CA - San Diego Bldg A&B

# Additional Locations

# Work Shift

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.
Reduced or Flexible Hours

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