About this role
Associate II, Complaints
- Process case files according to Standard Operating Procedures (SOP).
- Receive initial complaint from any source (ECPs, patients, internal Alcon personnel) and assure all information/data is accurately captured at point of contact.
- Maintain an understanding of information/data required to be collected for technical and AE complaints to assure compliance with regulations and directives.
- Manage technical and adverse event complaint records for assigned area(s) using designated safety system(s).
- Review potential complaint data received via safety system(s) and other methods, as required.
- Is cognizant of and works efficiently within applicable time zones.
- Performs intake / follow up / data entry activities and attaches corresponding source documents in a timely manner per requirements and directives.
- Triage from all sources for quality technical complaint, Adverse Event, request for refund, request for replacement product and request for credit.
- Reviews data entry and follow-up activities for completeness and timeliness.
- Maintains a working knowledge of company policies and procedures, departmental processes, and associated work instructions.
- Understands terminology and abbreviations regarding eye anatomy, common diseases, and ophthalmic procedures.
- Utilizes safety databases(s) and reporting tools.
- Informs management of potential safety issues, emerging trends and/or concerns.
- Adherence to all corporate compliance guidelines & corporate programs.
- Provide support in reconciliation activities and audit as required.
- Evaluate and escalate potential safety issues to management.