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Associate- MICC Specialist

2 months ago

hyderabad, India Arcolab Private Limited Full time
Job Title: MICC (Medical Information Call Centre) Specialist
Primary Responsibilities:
• Handle inbound and outbound calls/emails for Adverse Events (AEs), Product Complaints (PCs) 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 Professionals 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 calls/emails and adequate information for product complaints and adverse Event Monitoring (AEM) forms.
• 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 and demonstrate good customer service.
• 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 and review call logs and reports.
• Awareness of GVP and understanding of the relevant modules.
• Review timely follow-ups.
• Appropriately manage consumer escalation calls/emails
• Review all process trackers such as call log, issue log, error log, phoneline functionality, response tracker etc.
• Review and keep all process documents up to date in respective SharePoint.
• Performing RCA and conducting training for process improvement.
• Participate in client meetings and in client and internal audits.
• Preparing presentations and workflows for potential and existing clients.
• Create and maintain FAQs, Workflows, SOPs, WI's and Manuals.
• Monitor IVR status.
• Monitor and update Daylight Savings timing and MICC holidays to IT team and client.
• Create and publish project daily, weekly, and monthly reports and dashboards with the MICC team and client.
As a Quality Reviewer:
• Conduct Quality Review with a client-approved checklist to ensure 100% accuracy of AE/MI/PQC and all relevant cases (calls/ forms/emails).
• Conduct weekly/monthly sessions to share the error trend analysis and the action plan.
• Conduct knowledge-sharing sessions and support any organizational requirement.
• Participate in ongoing awareness of company procedures and guidelines to maintain regulatory compliance.
• Mentoring the new joiners in the team.
• Identify any process gaps and support to prepare a plan of action.
• Actively participate in client meetings.
• Performing RCA and conducting training for process improvement.
• Performing Check, the Checker for the quality reviewers.
As a Process Trainer:
• Conduct process training for new joiners and team members.
• Prepare and maintain training records for all team members.
• Help team members to improve their performance.
Secondary Responsibilities:
• Effectively organize and delegate work where applicable to complete the assigned tasks to meet deadlines
• Ensure the assigned tasks are delivered 100% on time or before, as per project SLA
• Demonstrate quality of Work & Commitment through excellence in work, ensuring correctness and completeness in deliverables with minimum OR no re-work.
• Be able to independently perform tasks with minimum guidance & supervision
• Functionally review the team's work for accuracy and compliance where applicable
• Ensure error-free and 100% quality in assigned deliverables
• Is responsible for completing all assignments within the due date and completing training documentation as applicable.
• Is responsible for completing assigned tasks on time, with agreed quality to meet SLA/overall agreed internal metrics.
• Is responsible for aligning deliverables and project metrics as per client SLA and as per internal metric parameters (examples: timelines, quality, etc.)
• Is responsible to be aware of and comply with the QMS/ISMS & PIMS policies.
• Is responsible for reporting any potential or actual Security Breaches to the regional and/or global DPO & Security Incidents to the CISO/applicable distribution list.
Educational Qualification: B.Pharm/ M.Pharm/ Pharm.D
Relevant Experience: 1-7 Yrs.
Mode of work- Onsite (Work from Office Only)
*Open to work in shifts (US or UK).