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Complaint Management Specialist

3 months ago

Sparks Glencoe, United States Net2Source Inc. Full time

Job Title: Complaint Management Specialist

Location: 7 Loveton Circle Sparks MD 21152

100% onsite

Duration: 12+ Months (possible conversion)


Job Description:

Job Summary:

The primary responsibilities for this role are:

• Ensures compliance with all client policies and procedures.

• Routing the calls to appropriate departments for further assistance. In the event multiple departments are involved, take on the task to resolve and then call back the customer.

• Make Outbound calls to various customers to verify if field action notifications have been received.

• Able to navigate through large medical facilities to identify the correct party to acknowledge corrective action notices.

• Maintain detailed records of outbound calls such as representative names, titles, and disposition of any products.

• Raise any escalated concerns to the next level of management.

• May perform other duties as required.


Education and Experience:

• Associate degree preferred.

• High school degree required.


Knowledge and Skills:

Knowledge:

• Working knowledge of 21 CFR820, ISO 13485, and other international standards preferred

• Working knowledge of Canadian Medical Devices, Drugs, NHP, and CTO regulations preferred.


Skills:

• Proficiency in Microsoft Office, specifically Word and Excel

• Strong Verbal Communication skills

• Self-Motivated.

• Can work with minimal supervision.


Physical Demands:

• Sitting for Extended Periods: Remote work often involves sitting at a computer terminal for long hours. This sedentary aspect can impact posture and overall health.

• Computer Use: Using a computer, keyboard, and mouse is a fundamental part of remote work. It’s essential to maintain proper ergonomics to prevent strain or discomfort.

• Communication Tools: Remote work relies heavily on communication tools like phone calls, online meetings, and video conferencing. These activities may involve sitting, standing, or moving around.

• Predictable Attendance: Remote workers must maintain regular, predictable attendance, especially during business hours or as dictated by work demands.

• Noise Levels: The work environment can vary, but moderate noise levels (such as phone calls, online meetings, and computer audio) are common in remote settings


Work Environment:

Onsite Office Cubical – 5 days per week