Associate II, Complaints

7 days ago

Bengaluru, Karnataka, India Alcon Full time US$ 80,000 - US$ 1,20,000 per year

. Process case files according to Standard Operating Procedures (SOP).

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Receive initial complaint from any source (ECPs, patients, internal Alcon personnel) and assure all information/data is accurately captured at point of contact.

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Maintain an understanding of information/data required to be collected for technical and AE complaints to assure compliance with regulations and directives.

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Manage technical and adverse event complaint records for assigned area(s) using designated safety system(s).

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Review potential complaint data received via safety system(s) and other methods, as required.

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Is cognizant of, and works efficiently within applicable time zones.

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Performs intake / follow up / data entry activities and attaches corresponding source documents in a timely manner per requirements and directives.

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Triage from all sources for quality technical complaint, Adverse Event, request for refund, request for replacement product and request for credit.

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Reviews data entry and follow-up activities for completeness and timeliness.

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Maintains a working knowledge of company policies and procedures, departmental processes, and associated work instructions.

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Understands terminology and abbreviations regarding eye anatomy, common diseases, and ophthalmic procedures.

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Utilizes safety databases(s) and reporting tools.

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Informs management of potential safety issues, emerging trends and/or concerns.

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Adherence to all corporate compliance guidelines & corporate programs.

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Provide support in reconciliation activities and audit as required.

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Evaluate and escalate potential safety issues to management.

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