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.
• 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 .