Alcon is the global leader in eye care. Our products touch the lives of more than 260 million people each year living with conditions like cataracts, glaucoma, retinal diseases and refractive errors, and there are millions more who are waiting for solutions to meet their eye care needs. Our purpose is reimagining eye care, and we do this through innovative products, partnerships with eye care professionals and programs that enhance access to quality eye care.
Medical Complaints Handling Specialist with Nordic language
Manage collection, data entry, processing, documentation, reporting and follow-up of all technical product complaints and adverse event (AE) reports for all Alcon products from healthcare professionals (HCPs), patients, internal Alcon personnel, clinical trials, non-interventional studies, customer oriented marketing programs (COMPs), literature, spontaneous reports, etc. in a timely manner per SOPs, regulations and directives.
Transcribe, translate and enter all data available in the source documents or retrieved from phone calls and/or follow-ups, into safety systems accurately and consistently with emphasis on timeliness and quality.
Maintain a working knowledge of company policies and procedures, departmental processes, and associated work instructions to ensure an understanding of information/data collection required and associated timelines for technical and AE complaints to assure compliance with regulations and directives.
Review potential complaint data received via safety system(s), service records, Alcon's website, CRM system, and other methods, as required.
Triage/address calls from all sources for quality technical complaints, Adverse Events, requests for refund, requests for replacement product and requests for credit.
Facilitate/arrange returns of samples originating from hospitals, clinics, opticians, end-customers, etc. for shipping to manufacturing sites for analysis
Inform management of potential safety issues, emerging trends and/or concerns.
Prepare and submit response letters to inform patients/customers about the results of investigation.
Is cognizant of, and works efficiently within applicable time zones. Works efficiently with online meetings.
Ensure non complaint related enquiries are sent to the relevant parties, such as Customer Service, Medical Product Information or manufacturers of non-Alcon devices.
Treat privacy data related to complaints with appropriate attention in line with local requirements and GDPR.
Minimum Required: High school education
Preferred Level: Bachelor degree or higher, technical of life science background.
Information about position
- Alcon Pharmaceuticals (Czech Republic) s.r.o.
- Na Pankráci 1724/129, Praha – Nusle
- Required education: Bachelor's
- Required languages: English (Advanced), Finnish (Advanced)
- Listed in: Pharmaceutical, Chemical industry
- Employment form
- Employment form: Full-time work
- Employment contract
- Employment contract: employment contract
- Employer type: Employer