Medical Associate

Roles & Responsibilities

Receives customer Complaints through calls/emails/faxes

Ensures accurate capture and entry of Complaint information

Owns Complaint handling process

Assesses Complaints (events) for proposed MDR reportability and submits assessment to

client

Follow-ups for additional information and product returns

Primary, single source customer contact

Responsible for gathering event registration information (as defined by SOP's) from

customers

Owns and manages the event through registration through potential regulatory

reporting, sample retrieval, investigation, provide customer response and ultimately to

closure/reopening as needed

Responsible for contacting SME's, QAs, Team Lead as needed to obtain complaint closure

Responsible in timely escalation of significant events to the Team Lead

Keeps oneself updated, aware of, and compliant to all Company policies and procedures

which include Information Security Management Systems

Keeps all company information which includes customer information confidential and

secured

Performs reviews and assessments of complaints processed by peers as part of cross

utilization approach

Qualifications

Bachelors of Science in Nursing or Pharmacy

Allied Medical Graduate

Preferably with clinical experience and/or a Registered Nurse/Pharmacist

Additional Skills

• Able to write effective Medical and Technical narratives regarding the complaints
  
  Able to create Customer Letters
  
  Must have good computer skills, effective keyboarding skills
  
  Must have excellent telephonic and listening skills
  
  Able to think critically to determine the type of questions which need to be asked to
  
  gather necessary information
  
  Good problem solving and analytical skills
  
  Good customer service skills

Deliver
NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

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