Tl- Medical Information Call Center

**Responsibilities**:
3. Complete case entry including case narrative writing, coding from the MedDRA dictionary and WHO drug dictionary as per applicable SOPs and Client requirements. Perform Call handler/QC Reviewer activity as needed. Send the reviewed and signed TCFs/ CDRs to the Client’s point of contact (POC).

4. Responsible for adding/ updating new information in Client’s approved literature (viz. FAQ tracker or related documents) and sharing it with client for final approval.

5. Act as a Subject Matter Expert and perform/assist in documenting RCA and CAPA. Assist in quality review of systems, procedures, and activities performed by 4C (e.g., internal, or external audits).

6. Assess team members' performance. Discuss monthly stacks with the team to create awareness of individual performance. Perform analysis on call drop rate to create a roster that would help in allocating associates in different shifts to handle and manage maximum calls received.

7. Attend client meetings and cascade any case-specific feedback within the team. Liaise with clients and higher management about project status.

8. Assess training needs based on feedback received on an ongoing basis and maintain this feedback in a tracker.

9. Train team (existing members and new hires both) regularly on SOPs, call handling and work instructions applicable to the MICC. Conduct job-specific training on project-related database and provide the project team with training on any new conventions, regulatory updates, etc. Attend client-specific training for any updates or new products launched and conduct training for remaining members of the project team.

10. Ensure that the Project Specific controlled trackers/ documents are regularly and diligently updated. Checks for inconsistencies in them and addresses them promptly on a regular basis.

11. Manage workload under the direction of reporting manager and share daily/weekly/monthly status reports with the Project/ Delivery manager.

12. Comply with the processes and policies laid out for information security and responsible for using the organization’s information assets in accordance with the Acceptable Use Policy in ISMS. Notify the supervisor or Information Security officer of any security breaches/incidents.

13. Any other responsibilities including cross-functional assignments delegated by the organization to fulfil business needs.

**Skills and Qualifications**:
1. **Technical skills**: Knowledge of medical information and safety topics. Experience with call handling and customer service. Experience with MICC/ project/ operations management software's and databases. Strong understanding of SOPs and procedures.

2. **Communication skills**: Excellent written and verbal communication skills. Ability to communicate effectively with clients, team members, and management.

3. **Problem-solving skills**: Ability to identify and resolve problems in a timely and efficient manner. Ability to think critically and come up with creative solutions.

4. **Teamwork skills**: Ability to work effectively as part of a team. Ability to share information and collaborate with others.

5. **Leadership skills**: Ability to motivate and inspire team members. Ability to delegate tasks and manage projects effectively.

6. **Organizational skills**: Ability to manage multiple projects and tasks simultaneously. Ability to stay organized and meet deadlines.

7. **Proactive**: Should be able to anticipate problems and take steps to prevent them.

8. **Flexible**: Should be able to adapt to change and be willing to take on new challenges.

9. **Detail-oriented**: Should be able to pay attention to detail and ensure that all work is completed accurately.

Pay: ₹1,000,000.00 - ₹1,500,000.00 per year

**Benefits**:

- Health insurance
- Leave encashment
- Paid sick time
- Provident Fund

Schedule:

- Night shift

Supplemental pay types:

- Shift allowance
- Yearly bonus

Ability to commute/relocate:

- hyderbad, Telangana: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- MICC: 5 years (preferred)

**Speak with the employer**
+91 8884331664