Medical Contact Center Process Lead

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.
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