About this role
Job title: Healthcare Complaints Analyst - MDR Reporting
About the Role The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
What You'll Do
- Receives customer complaints through calls, emails, or faxes and ensures accurate capture and entry of complaint information.
- Owns the complaint handling process and assesses events for proposed MDR reportability, submitting assessments to the client.
- Conducts follow-ups for additional information and product returns, serving as primary, single source customer contact.
- Gathers event registration information from customers as defined by SOPs and manages the event through registration to potential regulatory reporting, sample retrieval, investigation, customer response, and closure/reopening as needed.
- Contacts SMEs, QAs, and Team Lead to obtain complaint closure; escalates significant events to the Team Lead in a timely manner.
- Stays compliant with all company policies and maintains confidentiality of customer information.
- Performs peer reviews and assessments as part of a cross-utilization approach.
What We're Looking For
- Qualifications: Bachelors of Science in Nursing or Pharmacy Allied Medical Graduate; preferably with clinical experience and/or a Registered Nurse/Pharmacist.
- Additional Skills: ability to write effective medical and technical narratives, create customer letters, strong computer and keyboarding skills, excellent telephonic and listening skills, critical thinking for information gathering, problem solving, analytical thinking, and strong customer service.