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.