Complaint Management-Specialist

Job Title: Complaint Management-Specialist
Location: Tempe, AZ(Could be Remote after training) Need Local candidate Only
Duration: 6 months+
1st shift 8 AM – 5 PM
 
Three Must haves on resumes:

• Must have Bachelor's Degree in HealthCare, technical or engineering discipline.
• Must have work experience in a customer facing/service role.
• Regulatory knowledge (MDR, Vigilance) and Trackwise knowledge a plus!

 
MUST BE LOCAL TO ARIZONA
Required Qualifications:
• Effective communication skills, written and verbal
• Proficient in Microsoft Office Suite
• Good organizational and problem-solving skills
• Attention to detail
• Customer Service skills and ability to effectively communicate with customers
 
Education and/or Experience:
• Bachelor’s degree in healthcare, technical or engineering discipline or applicable work experience
• Minimum work experience in a customer facing/service role
 
Position Summary:
The Complaint Management Specialist l is responsible for managing the customer experiences related to Client products and for prioritizing business opportunities. This position manages the complaint process from intake through complaint record closure.
 
Essential / Key Job Responsibilities (including supervisory and/or fiscal):
• Provides oversight of the complaint record from intake to closure
• Accurately records complaint information in the electronic complaint handling database
• Acknowledges receipt of complaint and generates closure letters, as appropriate
• Complete/review/approve decision trees
• Completes regulatory reports (e.g., MDR, Vigilance, etc.)
• Assures timely complaint closure, meeting both internal and external requirements and goals, by tracking complaints, return of complaint devices, and requests for additional patient/product/procedural details from the customer through record closure
• Completes complaint record closure activities
• Performs sampling of closed complaint records to ensure accuracy and completeness
• Interact with Health Care Workers, Consumers and other professionals regarding their Product Quality concerns. Assist in maintaining customer relations via teleconferences, written correspondence, and meetings
• Exhibit flexibility and adaptability by managing assignments in accordance with project priorities and by altering course of action when and where necessary
• Ensure ethical responsibility to maintain privacy and confidentiality of patient records and private information
• Complies with all local Client quality policies/procedures/practices through consistent application of sound Quality Assurance principles
• Other duties, as assigned
 
Preferred Qualifications:
• Working knowledge of ISO, Medical Device Directive, and FDA Quality System Regulations
 
Physical Demands:
While performing the duties of this job, the employee is regularly required to stand, walk, sit, use sight, and use hands to manipulate or feel objects, tools, controls, and office equipment. The employee frequently is required to verbally communicate with other associates. The employee is occasionally required to reach with hands and arms and stoop, kneel or crouch.
 
Work Environment:
While performing the duties of this job, the employee may be in an open-cubicle environment. The candidate must be able to work in a team-oriented, fast-paced environment. Client is an affirmative action, equal opportunity employer that values and actively seeks diversity in the workforce.
 
This job description is intended as a summary of the primary responsibilities of and qualifications for this position. The job description is not intended as inclusive of all duties an individual in this position might be asked to perform or of all qualifications that may be required either now or in the future.