Complaint Management Specialist

Job title: Complaint Management Specialist

About the Role Responsible for day-to-day complaint management, including intake, follow-up, triage, and data entry in accordance with applicable regulations and directives. This role handles complaints from multiple sources, ensures accurate information capture, and escalates issues as needed to support timely safety evaluations.

What You'll Do

• Manage day-to-day complaint records, including intake, follow-up, triage, and data entry per regulatory requirements.
• Receive initial complaints from any source and ensure complete and accurate data at the point of contact.
• Respond to inbound calls regarding complaints; escalate inquiries not pertaining to complaints per established procedures.
• Maintain understanding of information/data required for technical and adverse events/reportable complaints to ensure regulatory compliance.
• Review complaint data, assess against reporting requirements, and escalate for additional safety evaluation when needed.
• Perform intake/follow-up/data entry and attach corresponding source documents in a timely manner in a high-volume, fast-paced setting per requirements.
• Review record documentation and follow-up activities for completeness and timeliness; close files according to guidelines to meet timelines.
• Maintain knowledge of company policies and procedures, including Philips IGT devices for IFUs, Manuals, Promotional Material; coronary and therapeutic procedures.
• Inform management of potential safety issues, emerging trends, and concerns.
• Review complaints processed by peers as part of a cross-utilization approach.
• Contact SMEs, QAs, and Team Lead as needed to obtain closure of complaints.
• Escalate significant events to Team Lead in a timely manner.
• Stay updated on and compliant with all Company and Customer policies, ensuring confidentiality of all information.

What We're Looking For

• Experience or interest in complaint management or customer service with regulatory awareness.
• Strong data entry, documentation, and record-keeping skills with attention to detail.
• Ability to manage high-volume, fast-paced environments and meet deadlines.
• Knowledge of regulatory reporting requirements for technical and adverse events.
• Excellent communication and teamwork with ability to liaise with SMEs, QA, and leadership.
• Commitment to confidentiality and information security; ability to keep all information confidential.