Associate - MICC

Primary Responsibilities:

• Handle inbound and outbound calls for Adverse Events (AEs), Product Complaints (PCs) and Medical Inquiries (MIs) and non-standard inquires.


• Handle spontaneous and solicited reports, including identification of Adverse Events, Product Complaints / Medical Device complaints, legal complaints, product information, Medication errors and Special case scenarios.


• Respond to web-based medical inquiries and product complaints received from Health Care Professional and consumers concerning the safety and effective use of all marketed products within prescribed timelines.


• Follow-up directly with patients/consumers and health care professionals regarding MI/PC/AEs queries, or as per client SOPs.


• Able to generate follow-up letters and adequate information for product complaints, Adverse Event Monitoring (AEM) forms.


• Update all templates periodically for follow-up and send it to medical reviewer for approval.


• Manage and/or resolve customer complaints. Follow-up/reconciliation of discrepancies, as required.


• Identify and escalate issues to supervisors.


• Provide product and service information to customers, demonstrate good customer service.


• Research required information using available resources.


• Research, identify, and resolve customer complaints using applicable software.


• Route calls to appropriate resources, as needed.


• Document all call information according to Medical Information standard operating procedures.


• Complete call logs and reports.