Specialist (Medical Information Contact Center)-Remote

Medical Information Contact Center JD :Key Responsibilities for Executive/ Sr. Executive/ Specialist:Manage Inbound and Outbound calls for Adverse Events (AEs), Product Complaints (PCs) and Medical Inquiries (MIs) regarding medical devices, including product features, usage instructions, and troubleshooting.Basic understanding of medical device terminology and healthcare industry standards is advantageous.Manage medical information and complaint mailbox and respond to inquiries.Assist with placing and tracking orders, processing returns or exchanges, and managing shipping and delivery concerns.Provide technical support and guidance for medical devices, ensuring accurate and timely resolution of issues.Follow-up with patients/consumers and health care professionals regarding MI/PC/AE/Product Replacement queries as per the SOPs.Document all call/ email information according to Medical Device standard operating procedures.Maintain accurate records of customer interactions, orders, and feedback in the company’s CRM system.Ensure all interactions comply with industry regulations, company policies, and confidentiality standards.Address and resolve customer complaints and issues effectively, escalating complex matters to supervisors as needed.Stay up to date with product knowledge, updates, and industry trends to provide informed support.Excellent communication skills, both verbal and written; strong problem-solving abilities; proficiency in using CRM software and Microsoft Office Suite.Participate in ongoing training and development sessions to enhance skills and knowledge.Participate in client meetings.Participate in internal/ external audits/ inspections.Reconciliation of calls/ emails/ tasks and identify any discrepancies.Identify and escalate issues to supervisors.Able to generate reports and share with team members/ client.Awareness of regulatory guidelines for Medical Device.Empathetic, patient-focused, detail-oriented, and able to manage high-pressure situations with professionalism.Should be a good listener, customer focus, attention to detail, and be a multi-tasker.Previous experience in a medical information call center or customer service role, preferably within the medical device or healthcare industry.The MICC staff will cover 9 am to 9pm EST hours, week daysLife science backgroundExperience in a Pharma/Device call center.English & Spanish language proficiency is expectedExperience of salesforce is preferredCall agent with above experience at least for 1 year (receives calls or makes outbound calls)Experienced call agent who will review the information, thus experience of 2.5 years and above.