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This Product Complaint Specialist position is critical in evaluating the Product Complaint cases created by Medical Information for next action(s). The Product Complaint Specialist may coordinate product retrievals, perform product complaint follow-ups, generate follow-up related correspondence and complete additional product complaint services for select clients. The Product Complaint Specialist may also prepare, and review reconciliation reports as needed by clients. This position requires someone with an extreme technical ability for proofreading and keeping a variety of processes and timelines straight within a regulated environment.
Essential Functions Include:
• Perform case review for product complaint cases to determine next action(s) required (if applicable):
• Coordinate Retrieval for select client companies, if applicable
• Place outbound follow up calls to complete Product Complaint reports and to collect additional information as requested by the client.
• Create letters in response to Product Complaints as directed by the client.
• Additional contracted PC services for select client companies.
• Case entry of electronic correspondence
• Create and run reconciliation reports as needed.
• Product Complaint Specialist can confidently identify any new or follow-up Adverse Event details and report to appropriate contacts.
• Product Complaint Specialist can confidently identify any new or follow-up Product Complaint details and report to appropriate contacts.
• Provide administrative support for MI as needed.
• Manage Product Complaint inbox.
• Update existing Product Complaint cases as appropriate.
• Answer inbound calls and check voicemails for the Product Complaint phone line.
• Other duties as assigned.
Qualified candidates must have:
• Pharmacy Technician, Veterinary Technician, Life Science Grad, or other Healthcare related equivalent preferred.
• Highschool Diploma.
• Excellent English language skills especially verbal and written (including proofreading) communication skills.
• Ability to write fluent and grammatically correct American English.
• Working knowledge of medical terminology, regulations, and industry standards.
• Excellent interpersonal skills including empathetic customer service skills.
• Accurate and proficient data entry skills.
• Ability to multi-task with attention to detail within restrictive timeframes.
• Proactive with demonstrative ability to independently identify problems and suggest effective solutions.
• Ability to organize and prioritize in quickly changing environment within resource constraints.
• Ability to take instruction and learn.
• Receptive to constructive feedback.
• Self-motivating. Ability to demonstrate initiative and internal drive. Willingness to seek out additional workload projects.
• Effectively work independently and as part of a team.
• Highly proficient in computer applications, including Microsoft Office software platforms and Adobe Acrobat, and experience using a document management system. Aptitude to learn other computer systems including inquiry handling database.
