Receive initial complaint from any source (ECPs, patients, internal Alcon personnel) and assure all information / data is accurately captured at point of contact.
Maintain an understanding of information / data required to be collected for technical and AE complaints to assure compliance with regulations and directives.
Manage technical and adverse event complaint records for assigned area(s) using designated safety system(s) oReview potential complaint data received via safety system(s) and other methods, as required oIs cognizant of, and works efficiently within applicable time zones oPerforms intake / follow up / data entry activities and attaches corresponding source documents in a timely manner per requirements and directives.
oPerforms all necessary reconciliation activities including for all customer oriented programs in accordance with procedures oTriage / address calls from all sources for quality technical complaints, Adverse Events, requests for refund, requests for replacement product and requests for credit.
Adheres to required metrics for all complaint intake responsibilities
Arrange for replacement, product return and shipping of samples to QA sites for analysis oCloses files according to established guidelines to meet required timelines
Maintains a working knowledge of : ocompany policies and procedures, departmental processes, and associated work instructions oevolving local and international regulations, guidelines and applicable directives oAlcon products for assigned therapeutic area(s) and corresponding documentation (Product Inserts, DFUs, Manuals, Promotional Materials) oeye anatomy, common diseases, ophthalmic procedures, terminology osafety databases(s) and reporting tools o Informs management of potential safety issues, emerging trends and / or concerns
Education : Minimum - University Degree or equivalent. Preferred Healthcare professional with ophthalmology experience or Honors University Degree in Science with Languages : Fluency in English and local language(s) essential Experience : Minimum -
1 year experience in a pharmaceutical or related environment with customer interaction. Preferred - 2-3 years pharmaceutical / medical device experience (Scientific Dept.) with customer interactions