Medical Contact Center Process Lead

Summary of Responsibilities: To respond to medical information queries/product quality complaints/general queries that may be received over the telephone call, email, fax, etc. Receive information, record and reporting 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, report preparation and submission to regulatory authorities. Guide Junior associates in managing voice calls (as required). Perform any other support activities as assigned – tracking various types of information and metrics, ongoing QC of defined process steps, training, reconciliation of data from multiple sources. Team Management, Employee Management, Coaching, ensure team compliance on company policies. Primary resource of process or case information and guidance of team members. To respond to medical information queries/product quality complaints. 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. Ensures that all associates are trained in appropriate regulations, procedural requirements, and systems. Support the TL/PM/DM in onboarding, training, managing and retaining delivery resources. Manage allocation of resources and work and manage volume peaks. Proactively identify and manage risks and issues with regards to service delivery. Assume responsibility for quality of data processed. Perform all activities assigned related to day-to-day operations. All other duties as needed or assigned. Qualifications (Minimum Required): Healthcare license (Nurse, Pharmacist, PT, Medtech, Radtech) 1 year or more Team Lead experience in either a traditional healthcare call center or medical information contact center setting Learn more about our EEO & Accommodations request here .