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
Hiring organization
Job Location
Cebu City, Cebu, Philippines
Date posted
January 16, 2021
Valid through
February 28, 2021
