Pharmacovigilance - Medical Information Call Center - Remote / US shift

2 weeks ago

Makati, Philippines SYSGEN RPO Full time

Pharmacovigilance - Medical Information Call Center - Remote / US shift

A Call Agent/ Call Handler/ MI Associate is required to perform PV Global MICC activities, ensuring accuracy, quality, and compliance with procedures.

  • Handles inbound and outbound calls for AEs, PQCs and MIs or any of these combinations including but not limited to medical device complaints, legal complaints, product information, medication errors and special case scenarios.
  • Identify and retrieve relevant medical and scientific data information, appropriate to answer the information requested by consumer/ health care professionals.
  • Respond in a timely manner to web-based medical inquiries (e-mails) and product complaints received from HCPs and consumers, concerning the safety and effective use of all marketed products and Investigational products.
  • Work in rotational shifts, if needed to provide 24*7 customer support or as described within the scope defined by the customer.
  • Receive and document cases in a MICC tool/ Excel sheet based on the customer agreement and approval.
  • Follow-up directly with patients/ consumers and HCPs regarding MI/PQC/AEs queries to gather additional information for appropriate assessment and risk evaluation of the customer products.
  • Generate and compile queries on an email template (if applicable) for follow-up and send it to quality reviewer for approval.
  • Generate follow-up queries, if required as per project specific guidelines.
  • Seek medical reviewer’s opinion where applicable in liaison with quality reviewer/ senior medical information associate/ Designee.
  • Update the FAQs list in case new additional information is provided by the customer on monthly/ quarterly/ half yearly/ annually basis (after customer review and approval).
  • Once the forms/ documentation is completed, the call agent has to send the information for Quality Check (QC) review via e-mail or submit it through tool as applicable.
  • Conducting Monthly Quality reviews of MICC cases for accuracy, quality, and overall process compliance.
  • Evaluating performance using key metrics such as accuracy and call-waiting time.
  • Demonstrating competency in medical and therapeutic terminology.

Additional Responsibilities

  • Follow both global and local regulations to protect personal and client related data as per company policy.
  • Be responsible for receiving calls/Email (AE, PQC, MI & GI), case intake, duplicate check, and registration
  • Follow up Inquiry through phone, email including translation of inquiry if not in a primary language (English)
  • Exhibit a detail-oriented etiquette and friendly attitude when answering telephone calls.
  • Ensure that calls are appropriately escalated to supervisor when necessary
  • Ensure timely completion of internal/external training as and when assigned
  • Participate/Support in Audits and responsible for closing CAPAs on time
  • Provide support in other MICC related activities as per the business requirement.
  • Assist in audit/inspection preparation and participation.

Technical Skill Requirements

  • Ability to manage multiple stakeholders
  • Strong written and verbal communication skills for effective client communication and coordination

Qualification

  • Postgraduate or graduate in pharmacy or dentistry is preferred.
  • Degree in Life Science/Pharma with 3 to 5 years’ experience in PV
  • Minimum 2+ years’ experience in drug safety as part of the Medical Information Call Centre Team.

Seniority level : Associate

Employment type : Full-time

Job function : Customer Service

Industries : Hospitals and Health Care and Pharmaceutical Manufacturing

#J-18808-Ljbffr

  • Jr. Medical Technologist – MakatiMed Wellness Center

    4 weeks ago

    Makati, Philippines Makati Medical Center Full time

    Jr. Medical Technologist – MakatiMed Wellness Center The Jr. Medical Technologist – MakatiMed Wellness Center is a skilled laboratory professional who performs specimen collection (blood, nasal or oropharyngeal swab, etc.) on adult and pediatric patients. He/She also carries out diagnostic tests following established policies and procedures. He/She...

  • Remote Call Center Representative

    1 week ago

    Makati, Philippines Mass Markets Full time

    Overview MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We are looking for enthusiastic Remote Call Center Representatives to support inbound and outbound customer service initiatives for a diverse portfolio of well-known clients. You’ll handle incoming...

  • Medical Physicist

    1 week ago

    Makati, Philippines Makati Medical Center Full time

    The Medical Physicist is responsible for preparing treatment plans and dose calculations for patients undergoing radiation treatment following local and international standards. He / She develops, implements, and performs comprehensive quality control program for the center, its equipment, among others. He / She supervises the activities of radiologic...

  • Remote Call Center Representative

    4 weeks ago

    Makati, Philippines MCI Full time

    Overview Angeles City, PH JOB TYPE Full-Time PAY TYPES Hourly MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We’re looking...

  • Remote Call Center Representative

    2 weeks ago

    Makati, Philippines MCI Full time

    Overview MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries,...

  • Jr. Medical Technologist – MakatiMed Araneta City

    4 weeks ago

    Makati, Philippines Makati Medical Center Full time

    Jr. Medical Technologist – MakatiMed Araneta City Join to apply for the Jr. Medical Technologist – MakatiMed Araneta City role at Makati Medical Center Jr. Medical Technologist – MakatiMed Araneta City Join to apply for the Jr. Medical Technologist – MakatiMed Araneta City role at Makati Medical Center Get AI-powered advice on this job and more...

  • Call Center Specialist

    7 days ago

    Makati City, National Capital Region, Philippines Fixxel | IT Services 💻 Full time ₱600,000 - ₱1,200,000 per year

    Company DescriptionThis is a full-time remote role for a Call Center Specialist at Safe Funds Inc. The role will involve providing customer support, handling communication with clients, managing customer service inquiries, working in contact centers, and utilizing computer literacy skills.Role DescriptionThis is a full-time remote role for a Call Center...

  • Call Center Representative

    4 weeks ago

    Makati, Philippines Staffing co. Full time

    Responsibilities Provide exceptional customer service through inbound and outbound calls. Resolve customer inquiries and issues promptly and effectively. Document conversations and update customer information accurately. Collaborate with team members to achieve service goals. Maintain a positive and professional demeanor at all times. Qualifications...

  • Jr. Medical Technologist – MakatiMed At Home

    4 weeks ago

    Makati, Philippines Makati Medical Center Full time

    Overview Jr. Medical Technologist – MakatiMed At Home role at Makati Medical Center. The Jr. Medical Technologist, MakatiMed At Home extracts blood, collects other specimens, and performs pre-analytical, analytical and post-analytical procedures, including Point-of-Care testing (POCT), HIV testing and drug analysis. He/she may also serve as the...

  • Call Center Representative

    1 week ago

    Makati City, National Capital Region, Philippines HCM Nexus Full time ₱216,000 - ₱324,000 per year

    -No Exp Required-Accepts High School Graduate-HMO with 2 free dependentsOverview:We are looking for dedicated and customer-focused Customer Service Representatives to provide phone-based support and assistance to clients. In this role, you will respond to inquiries, resolve concerns, and ensure customer satisfaction while adhering to established procedures....