Service Quality Case Coordinator

Tactile Medical•New Brighton, MN

3d•$24 - $31

About The Position

At Tactile Medical, we specialize in developing at-home therapy devices to treat lymphedema, chronic venous insufficiency and respiratory illnesses. The Service Quality Case Coordinator is responsible for managing the Service Quality (CS - Service Quality) case queue by performing the roles as described herein.

Requirements

Bachelor’s degree or equivalent work experience
1+ years’ experience handling customer complaints from receipt to closure, in regulated medical device industry
1+ years’ experience with customer interaction/support within a regulated industry or medical industry
Strong proficiency in Microsoft Office Suite, including Word, Excel, Teams and PowerPoint
Ability to successfully manage multiple tasks at one time
Ability to utilize data from metrics and key data point
Familiarity with federal regulatory compliance
Understanding of the business and products (Department processes and overall objectives
Ability to work independently and amongst a team
Ability to communicate effectively and consistently with employees at all levels of the business
Ability to communicate effectively and consistently with patients or other external resources
Strong problem solving and critical thinking skills
High attention to detail and accuracy
Ability to organize and plan activities that drive and meet deadlines
Working knowledge of Filemaker and NetSuite Database structures or equivalent

Nice To Haves

Previous regulatory or quality experience
Experience analyzing medical device complaints and reporting on adverse events

Responsibilities

Administer case database with particular focus on service quality complaints
Maintain integrity of cases and the complaint management process
Report on designated case metrics at defined intervals
Provide case analyses as requested by management
Interface with various departments using case system
Interface with patients as needed to complete case investigation
Follow established case management processes
Review assigned cases within the CS - Service Quality queue daily
Audit relevant case information and update required fields where necessary
Initiate communication and interaction cross-functionally regarding cases
Ensure all complaints are acknowledged and completed within the given timeframe
Perform closure of cases when appropriate
Identify complaints that require escalation as a potential reportable event based on established criteria and applicable regulations and notify management within specified timeframe
Identify complaints that require escalation as a grievance based on established criteria and notify compliance within specified timeframe
Assist with complaint related reporting activities as needed
Provide feedback on the complaint process and coding when needed to ensure consistency and clarity
Participate in cross-functional activities throughout the complaint process
Support actions required to resolve complaint trends, e.g. CAPA-related tasks, as needed
Assist with preparation of required reports, e.g. MDR’s, to external agencies as needed
Support departmental audits/reviews of conformance to applicable standards
Other duties as assigned