Pharmacovigilance - Medical Information Call Center - Remote / US shift

2 days ago


Manila, National Capital Region, Philippines SYSGEN RPO Full time ₱500,000 - ₱1,500,000 per year

Primary Responsibilities

A Call Agent/ Call Handler/ MI Associate - 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.
  • To identify and retrieve relevant medical and scientific data information, appropriate to answer the information requested by consumer/ health care professionals.
  • Able to respond in 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.
  • Works 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 (add as applicable)

  • 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)
  • Be required to always 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.
  • Assisting 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 (i.e., preferred education, experience)

  • 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.


  • Manila, National Capital Region, Philippines Sysgen RPO, Inc. Full time ₱144,000 - ₱600,000 per year

    Primary ResponsibilitiesA Call Agent/ Call Handler/ MI Associate - 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...


  • Manila, National Capital Region, Philippines Fortrea Full time $40,000 - $80,000 per year

    Summary Of ResponsibilitiesTo respond to medical information queries/product quality complaints/general queries that may be received over the telephone call, email, fax etc.Receive information, record, and report Adverse Drug Reaction in timelines (according to the regulations and to internal WI/SOPs) that may be received over telephone calls, email, fax...


  • Manila, National Capital Region, Philippines Fortrea Full time $40,000 - $60,000 per year

    Summary Of ResponsibilitiesTo respond to medical information queries/product quality complaints/general queries that may be received over the telephone call, email, fax etc.Receive information, record, and report Adverse Drug Reaction in timelines (according to the regulations and to internal WI/SOPs) that may be received over telephone calls, email, fax...


  • Manila, National Capital Region, Philippines ICON Strategic Solutions Full time $70,000 - $120,000 per year

    JR134842 Pharmacovigilance AssociateICON plc is a world-leading healthcare intelligence and clinical research organization. We're proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development.We are currently seeking a Pharmacovigilance Associate to join...


  • Manila, National Capital Region, Philippines Fortrea Full time ₱900,000 - ₱1,200,000 per year

    Step into a role beyond the typical call center where you'll serve as a trusted advisor for customers seeking clarity on medication side effects, guiding them through a consultative, patient-first conversation. Leverage your medical knowledge to ask the right questions, assess concerns, and provide clear, compassionate guidance.Summary of Responsibilities:To...


  • Manila, National Capital Region, Philippines ICON plc Full time ₱900,000 - ₱1,200,000 per year

    JR134847 Pharmacovigilance AssociateICON plc is a world-leading healthcare intelligence and clinical research organization. We're proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical developmentWe are currently seeking a Pharmacovigilance Associate to join our...


  • Manila, National Capital Region, Philippines Private Advertiser Full time ₱900,000 - ₱1,200,000 per year

    Key ResponsibilitiesCollect, evaluate, and process adverse event (AE) reports from various sources including clinical trials, healthcare providers, and literature.Conduct medical reviews and causality assessments using tools like MedDRA and WHO Drug Dictionary.Prepare and review safety narratives, periodic safety update reports (PSURs), and risk management...


  • Manila, National Capital Region, Philippines Notting Hill Advisory Full time ₱150,000 - ₱250,000 per year

    About the role Join Notting Hill Advisory as a Remote Call Center Operator. In this casual role, you will provide excellent market research with respondents remotely from the comfort of your own home. This is an exciting opportunity to be part of a dynamic and growing customer service team at a leading advisory firm.What you'll be doingOutbound calls...


  • Manila, National Capital Region, Philippines CASM Limitlessli LLC Full time ₱250,000 - ₱500,000 per year

    At Limitlessli, we specialize in recruiting, hiring, and managing high-caliber remote staff for dynamic and growing healthcare facilities. Leveraging our extensive global network, we connect clients with highly qualified professionals, offering tailored services to meet our clients' unique business needs.The Opportunity:We are seeking a dedicated and...

  • Call Center

    3 hours ago


    Manila, National Capital Region, Philippines Cloud T@lents Pte Ltd Full time ₱150,000 - ₱250,000 per year

    Job OverviewWe are hiring Call Center Representatives to assist customers with inquiries, payments, and basic support related to parking services and digital applications.ResponsibilitiesAnswer calls, emails, and chats from customers.Provide information about parking services, payments, and mobile app usage.Assist in resolving basic customer concerns and...