ClinChoice is a global full-service CRO dedicated to professional development and providing an excellent work-life balance, with a quality-focused, collaborative “one-team” culture. We are looking for a dynamic person to join our in-house team as a Senior Executive - MICC on a permanent basis. You will work on projects from our varied client base, ranging from small to big pharmaceutical, biotechnology, medical device and consumer health companies.
Join our team: you can be part of making a difference in peoples’ lives and experience a fulfilling and rewarding career!
Main Job Tasks and 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.
Education and Experience:
- B. Pharm/M. Pharm/ Life Science graduate.
- Proficient in relevant computer applications
- 03 years of experience in a UK/US call Center environment
- Knowledge of customer service practices and principles
Skills Required:
- Excellent verbal and written communication skills.
- Should demonstrate call etiquettes.
- Should be a good listener and have people skills, customer focus, attention to detail, professionalism and be a multi-tasker.
- Ability to handle stressful situation appropriately.
- Excellent data entry and typing skills.
The Application Process
Once you have submitted your CV, you will receive an acknowledgement that we received it. If you have the requirements we need, you will be invited for phone interview as the first step. Unfortunately, due to the number of applications we receive, we cannot reply to everyone individually if you are not successful.
Who will you be working for?
About ClinChoice
ClinChoice is a global full-service CRO specializing in clinical development and functional solutions for pharmaceutical, biotechnology, medical device, and consumer health companies. We have over 28 years of proven high-quality delivery and results across all our services with over 4,000 professionals in more than 20 countries across the Americas, Europe, and Asia-Pacific. We are on a mission to contribute to a healthier and safer world by accelerating the development and commercialization of innovative drugs and devices. Join our passionate team and make a meaningful impact on global healthcare!
Our Company Ethos
Our mission drives our culture: to contribute to a healthier and safer world by accelerating the development and commercialization of innovative drugs and devices. Our employees are the most valuable company asset and they are the fulcrum around which all ClinChoice activities are built and close management and training is the core instrument to develop and maintain highly-qualified personnel. The continuous training keeps the resources qualified in terms of competence and expertise and gives to all personnel the clear tools needed to manage both internal and client processes with the same methodology. The success of these core values is evidenced by our below industry average turnover rates. ClinChoice is an equal opportunity employer. We have based our success on attracting, developing, and promoting talent guided by diversity and inclusivity. Our employees come from very diverse backgrounds: gender, race, beliefs, and ethnicities. We recognize this is our strength and celebrate it.
Key words: Senior Executive, MICC, Product Complaints, Medical Device, CRO, Contract Research Organisation
