Complaint Coordinator

At Globus Medical, we move with a sense of urgency to deliver innovations that improve the quality of life of patients with musculoskeletal disorders. Our team is inspired by the needs of these patients, and the surgeons and healthcare providers who treat them. We embrace a culture of exceptional response by partnering with researchers and educators to transform clinical insights into tangible solutions. Our solutions improve the techniques and outcomes of surgery so patients can resume their lives as quickly as possible. 

Position Summary:

The Complaint Coordinator will work with Customer Service, Sales, Product Development, and other department personnel to initiate complaint documentation and complaint investigations.  The Complaint Coordinator also reviews complaint information for completeness and accuracy.  The Complaint Coordinator helps facilitate analysis of returned devices, reviews Device History Records (DHR) and previous complaint records, performs trend analysis on data collected, and documents all results.  The Complaint Coordinator must be an excellent communicator with good verbal and written communication skills and possess good interpersonal, analytic, and reasoning skills.

Essential Functions:

• Initiates complaint handling and returned device evaluations by making entries into the complaint handling system and log

• Starts complaint investigations and documenting results

• Helps to facilitate returned device evaluations and complaint handling process working with Product Development, Sales, Customer Service, and other personnel as needed.

• Reviews device history records as part of complaint investigations.

• Evaluates repeat complaints and product evaluation results for negative trends.

• Safeguards accuracy and completeness of documentation and results, including complaint investigation conclusions

• Prepares letters to Globus Medical customers and partners to keep them informed about results as required

• Assists with product field corrective actions such as safety notices and recalls as assigned or required

• Ensures individual performance and business process performance meets established goals and objectives.

• Establishes, follows, and helps improve company procedures as needed to maintain compliance and meet business goals and objectives.

• Provides written and oral reports to supervisor or other management personnel to keep them informed of activities and results.

• Maintains a cooperative and motivational attitude with co-workers.

• Performs other tasks as requested by supervisor to meet business goals and objectives.

• Adheres to the letter and spirit of the company Code of Conduct, the AdvaMed Code, MedTech Code, and all other company policies.

• Ensures Compliance with applicable governmental laws, rules, and regulations, both in the United States and internationally, by completing introductory and annual training and maintaining knowledge of compliance as it applies to your role

• Represents the company in a professional manner and uphold the highest standards of ethical business practices and socially responsible conduct in all interactions with other employees, customers, suppliers, and other third parties

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Qualifications:

• Bachelor’s degree or equivalent job experience

• Experience in a customer-oriented role or work in an office environment      

• Strong work ethic, a positive attitude and professional demeanor

• Demonstrates high ethical standards

Physical Demands:

The physical demands listed here are representative of those that must be met by and employee to successfully perform the essential functions of this job.

• Required to sit; climb or balance; and stoop, kneel, crouch or crawl

• Required to regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds

• Required to possess specific visons abilities, including: close vision, distance vision, color vision, peripheral vision, depth perception and capacity to adjust focus.

Our Values:

Our Life Moves Us philosophy is built on four values: Passionate About Innovation, Customer Focused, Teamwork, and Driven.

• Passionate about Innovation: Improving patient care by delivering advanced technology to our customers is at the core of what we do. We are passionate in our role in improving the lives of patients by continuously developing better solutions.

• Customer Focused: We listen to our customers’ needs and respond with a sense of urgency.

• Teamwork: Working together, anything is possible. We value every person on our team and treat each other with respect. We are accountable to one another and support each other. Together, we make each other stronger.

• Driven: We pursue our mission with energy and passion. We are nimble, results-oriented and decisive. We overcome obstacles that arise in our quest to deliver solutions that will improve the lives of our customers and patients.

Equal Employment Opportunity:

Globus Medical is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin or citizenship. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.