About this role
Summary of Responsibilities:
• To respond to medical information queries/product quality complaints/general queries that may be received over the telephone call, email, fax, etc. • Receive information, record and reporting Adverse Drug Reaction in timelines (according to the regulations and to internal WI/SOPs) that may be received over the telephone call, email, fax, etc. • Execute drug safety data management processes – a combination of call intake, call dialogue documentation, peer review, case follow-up, report preparation and submission to regulatory authorities. • Guide Junior associates in managing voice calls (as required). • Perform any other support activities as assigned – tracking various types of information and metrics, ongoing QC of defined process steps, training, reconciliation of data from multiple sources. • Team Management, Employee Management, Coaching, ensure team compliance on company policies. • Primary resource of process or case information and guidance of team members. • To respond to medical information queries/product quality complaints. • Create and revise training materials based on procedural, system, and regulation updates. • Responsible in conducting trainings and checks the effectiveness of the trainings as required. • Ensures that all associates are trained in appropriate regulations, procedural requirements, and systems. • Support the TL/PM/DM in onboarding, training, managing and retaining delivery resources. • Manage allocation of resources and work and manage volume peaks. • Proactively identify and manage risks and issues with regards to service delivery. • Assume responsibility for quality of data processed. • Perform all activities assigned related to day-to-day operations. • All other duties as needed or assigned.
Qualifications (Minimum Required):
• Healthcare license (Nurse, Pharmacist, PT, Medtech, Radtech) • 1 year or more Team Lead experience in either a traditional healthcare call center or medical information contact center setting
Learn more about our EEO & Accommodations request here.