Medical Contact Center Associate II

4 days ago

Pune, Maharashtra, India Fortrea Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Summary of Responsibilities:

  • Respond to medical information queries/product quality complaints/general queries that may be received over the telephone call, email, fax etc. (Language of communication: French)
  • 24x7 rotational shifts
  • Receive information, record, and report Adverse Drug Reaction in timelines (according to the regulations and to internal WI/SOPs) that may be received over the telephone call, email, fax etc.
  • Execute drug safety data management processes – a combination of call intake, call dialogue documentation, peer review, case follow-up.
  • Perform and support different activities as assigned – tracking several types of information and metrics, ongoing QC of defined process steps, training, reconciliation of data from multiple sources.
  • Create and revise training materials based on procedural, system, and regulation updates.
  • Responsible in conducting trainings and checks the effectiveness of the trainings as required.
  • Assume responsibility for quality of data processed.
  • Any other duties as assigned by management.
  • And all other duties as needed or assigned.

Qualifications (Minimum Required):

  • French speaking and writing
  • Bachelor's or Masters in Pharmacy or Life Science or Medical Science or related area + 2 to 3 years of safety experience.
  • BS/BA + 2 to 3 years of safety experience.
  • MA/MS/PharmD + 1 to 2 years of safety experience.
  • Associate degree + 4-5 years relevant experience** (or 2+ years safety experience) * Non degree + 5-6 years relevant experience** (or 2+ years safety experience) *
  • Fortrea may consider relevant and equivalent experience in lieu of educational requirements.
  • *Safety experience includes actual experience processing AE/SAE reports, generating narratives, queries, working within safety databases, and experience with regulatory submissions.
  • **Relevant experience includes experience in the pharmaceutical, biotechnology, or CRO industry, partly in related areas such as Medical Affairs, Clinical Data Entry and Clinical Data Management, Clinical Data Monitor, Regulatory Affairs, or Quality Assurance.
  • Fluent in English, both written and verbal.

Experience (Minimum Required):

  • Experience in call center operations is preferred

Preferred Qualifications Include:

  • Degree preferred (but not necessarily) to be in one or more of the following disciplines:
  • Biological Sciences, Pharmacy, Nursing, Life Sciences, and Chemistry.
  • Good written and verbal communication skills.
  • Ability to receive and manage in-bound and out-bound calls.
  • Ability to analyze and synthesize medical information.
  • Good understanding of regulatory requirements, good Pharmacovigilance practices and ICH GCP guidelines.
  • Technical proficiency with Microsoft Office suite applications. High degree of accuracy with attention to detail.
  • Functions as a team player.
  • Ability to work independently with moderate supervision.

Learn more about our EEO & Accommodations request here.

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