Product Complaints Specialist

ProPharma Group • Raleigh, NC

17h • Hybrid

About The Position

For the past 25 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners’ most high-profile drug and device programs. This Product Complaint Specialist position is critical in evaluating the Product Complaint cases created by Medical Information for next action(s). The Product Complaint Specialist may coordinate product retrievals, perform product complaint follow-ups, generate follow-up related correspondence and complete additional product complaint services for select clients. The Product Complaint Specialist may also prepare, and review reconciliation reports as needed by clients. This position requires someone with an extreme technical ability for proofreading and keeping a variety of processes and timelines straight within a regulated environment.

Requirements

• Pharmacy Technician, Veterinary Technician, Life Science Grad, or other Healthcare related equivalent preferred.
• Highschool Diploma.
• Excellent English language skills especially verbal and written (including proofreading) communication skills.
• Ability to write fluent and grammatically correct American English.
• Working knowledge of medical terminology, regulations, and industry standards.
• Excellent interpersonal skills including empathetic customer service skills.
• Accurate and proficient data entry skills.
• Ability to multi-task with attention to detail within restrictive timeframes.
• Proactive with demonstrative ability to independently identify problems and suggest effective solutions.
• Ability to organize and prioritize in quickly changing environment within resource constraints.
• Ability to take instruction and learn.
• Receptive to constructive feedback.
• Self-motivating. Ability to demonstrate initiative and internal drive. Willingness to seek out additional workload projects.
• Effectively work independently and as part of a team.
• Highly proficient in computer applications, including Microsoft Office software platforms and Adobe Acrobat, and experience using a document management system.
• Aptitude to learn other computer systems including inquiry handling database.

Responsibilities

• Perform case review for product complaint cases to determine next action(s) required (if applicable)
• Coordinate Retrieval for select client companies, if applicable
• Place outbound follow up calls to complete Product Complaint reports and to collect additional information as requested by the client.
• Create letters in response to Product Complaints as directed by the client.
• Additional contracted PC services for select client companies.
• Case entry of electronic correspondence
• Create and run reconciliation reports as needed.
• Product Complaint Specialist can confidently identify any new or follow-up Adverse Event details and report to appropriate contacts.
• Product Complaint Specialist can confidently identify any new or follow-up Product Complaint details and report to appropriate contacts.
• Provide administrative support for MI as needed.
• Manage Product Complaint inbox.
• Update existing Product Complaint cases as appropriate.
• Answer inbound calls and check voicemails for the Product Complaint phone line.
• Other duties as assigned.

Benefits

• We celebrate our differences and strive to create a workplace where each person can be their authentic self. We are committed to diversity, equity, and inclusion. Employees are encouraged to unleash their innovative, collaborative, and entrepreneurial spirits. With a holistic approach as an Equal Opportunity Employer, we provide a safe space where all employees feel empowered to succeed. All applications to roles at ProPharma are personally reviewed by a member of our recruitment team. We do not rely on AI screening tools to support our hiring process. You will always receive an outcome to your application so that you have an answer from us - whether you're successful or not.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED