Complaint Coordinator

Globus Medical•Audubon, PA

About The Position

At Globus Medical, we move with a sense of urgency to deliver innovations that improve the quality of life of patients with musculoskeletal disorders. Our team is inspired by the needs of these patients, and the surgeons and healthcare providers who treat them. We embrace a culture of exceptional response by partnering with researchers and educators to transform clinical insights into tangible solutions. Our solutions improve the techniques and outcomes of surgery so patients can resume their lives as quickly as possible. Position Summary: The Complaint Coordinator will work with Customer Service, Sales, Product Development, and other department personnel to initiate complaint documentation and complaint investigations. The Complaint Coordinator also reviews complaint information for completeness and accuracy. The Complaint Coordinator helps facilitate analysis of returned devices, reviews Device History Records (DHR) and previous complaint records, performs trend analysis on data collected, and documents all results. The Complaint Coordinator must be an excellent communicator with good verbal and written communication skills and possess good interpersonal, analytic, and reasoning skills.

Requirements

Bachelor’s degree or equivalent job experience
Experience in a customer-oriented role or work in an office environment
Strong work ethic, a positive attitude and professional demeanor
Demonstrates high ethical standards

Responsibilities

Initiates complaint handling and returned device evaluations by making entries into the complaint handling system and log
Starts complaint investigations and documenting results
Helps to facilitate returned device evaluations and complaint handling process working with Product Development, Sales, Customer Service, and other personnel as needed.
Reviews device history records as part of complaint investigations.
Evaluates repeat complaints and product evaluation results for negative trends.
Safeguards accuracy and completeness of documentation and results, including complaint investigation conclusions
Prepares letters to Globus Medical customers and partners to keep them informed about results as required
Assists with product field corrective actions such as safety notices and recalls as assigned or required
Ensures individual performance and business process performance meets established goals and objectives.
Establishes, follows, and helps improve company procedures as needed to maintain compliance and meet business goals and objectives.
Provides written and oral reports to supervisor or other management personnel to keep them informed of activities and results.
Maintains a cooperative and motivational attitude with co-workers.
Performs other tasks as requested by supervisor to meet business goals and objectives.
Adheres to the letter and spirit of the company Code of Conduct, the AdvaMed Code, MedTech Code, and all other company policies.
Ensures Compliance with applicable governmental laws, rules, and regulations, both in the United States and internationally, by completing introductory and annual training and maintaining knowledge of compliance as it applies to your role
Represents the company in a professional manner and uphold the highest standards of ethical business practices and socially responsible conduct in all interactions with other employees, customers, suppliers, and other third parties
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.