Clinical Complaints Specialist

Philips•San Diego, CA

1d•$67,000 - $98,700•Hybrid

About The Position

In this role you The Clinical Complaints Specialist will ensure prompt evaluation, investigation, and medical device reporting (MDR) assessment for escalated complaints related to actionable/urgent alert items, associated algorithm findings (clinical accuracy and completeness), among other issues. Your role: Thoroughly review customer complaints and internal escalations for ECG transmissions and associated algorithm findings to ensure clinical accuracy and completeness Assess customer complaints related to ECG transmissions to determine if physician notification criteria was met, and meticulously document actions and findings; promptly escalate any abnormalities in line with software and physician notification / complaint handling / MDR protocols. Contribute to the success of the Quality & Regulatory / Clinical Wireless Monitoring departments by meeting key performance indicators and upholding a high standard of quality in a collaborative team-based setting. Engaging cross-functionally with Engineering, Medical Affairs, Product Management, Quality and Regulatory, Research & Development, and other departments, as needed, to ensure a full root cause investigation and record of findings are identified in the customer complaint case.

Requirements

Associate or Bachelor Degree (may consider High School Diploma or General Education Development (GED) based on experience levels)
Active CRAT/CCT certification or obtain one within 180 days from the date of hire.
3+ years of cardiac device experience (ICDs, Pacemakers, Loop Recorders).
6+ months of relevant experience in data entry, customer service, or performing/analyzing EKG’s.
Proficiency with Microsoft Office applications.
Strong technical acumen and computer skills.
Adeptness in working across multiple technical platforms simultaneously, with a capacity to adapt to change.
Must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this Office/Remote position.
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.
For this position, you must reside in or within commuting distance to Malvern, PA OR San Diego, CA.

Nice To Haves

Strong experience in performing/analyzing EKG’s preferred.

Responsibilities

Prompt evaluation, investigation, and medical device reporting (MDR) assessment for escalated complaints related to actionable/urgent alert items, associated algorithm findings (clinical accuracy and completeness), among other issues.
Thoroughly review customer complaints and internal escalations for ECG transmissions and associated algorithm findings to ensure clinical accuracy and completeness.
Assess customer complaints related to ECG transmissions to determine if physician notification criteria was met, and meticulously document actions and findings.
Promptly escalate any abnormalities in line with software and physician notification / complaint handling / MDR protocols.
Contribute to the success of the Quality & Regulatory / Clinical Wireless Monitoring departments by meeting key performance indicators and upholding a high standard of quality in a collaborative team-based setting.
Engage cross-functionally with Engineering, Medical Affairs, Product Management, Quality and Regulatory, Research & Development, and other departments, as needed, to ensure a full root cause investigation and record of findings are identified in the customer complaint case.