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Associate- MICC Specialist

3 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) .