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Position title
Medical Complaints Specialist
Description

WeLink MCS is currently hiring for a Medical Complaints Specialist on behalf of a client in the IT/BPO Industry located in Cebu City. The successful candidate will own the complaint handling process and investigation activities which includes assessment of the accuracy of the hazard code assigned to a record, reportability assessment and risk level assignment & complaint review and closure.

Responsibilities
  • Owns the complaint handling process including
    • Complaint evaluation including adverse event reporting decisions, coding, follow up for additional information and closure of records
    • Initiating Good Faith Effort (GFE) and Follow-ups for additional information and product returns
    • Assessment of Complaints (events) for proposed MDR reportability and submits assessment to client and/or submits directly to the regulatory authority
  • Owns the complaint investigation activities including:
    • Assessment of the accuracy of the hazard code assigned to the record
    • Run the decision tree based on the information available in the complaint record
    • Reportability assessment
    • Complete good faith effort for missing information (NR)
    • Failure code assignments (NR)
    • Risk Level Assignment(NR)
    • Complaint Review and Closure
  • Assesses cases to determine if event meets Philips’ complaint criteria and escalates to Philips is required
  • Performs reviews and assessments of complaints processed by peers as part of cross utilization approach
  • 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 and Customer policies and procedures which include Information Security Management Systems
  • Keeps all company information which includes customer information confidential and secured
Qualifications
  • Able to write effective Medical and Technical narratives regarding the complaints
  • Able to create Customer Letters, if required
  • 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
Skills
  • Bachelor of Science in Nursing, Pharmacy or any Life Science course graduate
  • Preferably with clinical experience and/or a Registered Nurse/Pharmacist
  • 0-1 year experience in any BPO and/or customer communication experience preferred
Job Location
Cebu City, Cebu, Philippines
Date posted
January 16, 2021
Valid through
February 28, 2021