Medical Associate

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Responsibilities

• Receives, reviews, and enters product complaint information into the complaint handling database and interacts with HCPs, patients, and the Sales organization regarding their Product Quality concerns. (50%)
• Continuously monitors the information gathering process and tracks the status of complaint communication until end customer communication. Continually tracks open, in-process, and complete complaints and product investigations and follows up internally and externally. (25%)
• Completes all required non-reportable customer complaint-related documentation in an accurate, professional, and timely manner. (25%)
• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client