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Senior Complaint Specialist

2 months ago

Fort Worth, United States Alcon Full time

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you'll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers.

We foster an inclusive culture and are looking for diverse, talented people to join Alcon.

As a Senior Complaint Specialist, you will be responsible for receiving and documenting product complaints; communicating with consumers, health care professionals and business associates regarding product complaints and related activities; and reviewing team member activities to assess quality and identify areas for process improvement at Alcon's Main Campus in Fort Worth, TX.

In this role, a typical day will include:

  • Document and review potential complaint information received from all sources (including live phone calls, email, fax, letter, voicemail, import).
  • Perform timely follow up to obtain adequate information to ensure proper documentation and closure of each complaint.
  • Communicate effectively with consumers, health care professionals and associates regarding product complaints throughout the complaint process.
  • Maintain thorough understanding of ophthalmic procedures and potential complications to support communication with health care professionals and proper handling of information received.
  • Train and mentor members of the Complaint team and assist with escalated cases.
  • Escalate potential public health threats received through the complaint process, in a timely manner.
  • Create templates for follow up, final responses, and notifications to third parties.
  • Maintain performance within agreed metrics for complaint creation, follow up, and acknowledgement.
  • Maintain performance within agreed metrics for final response communications.
  • Perform reconciliation of records with complaint sources.
  • Identify potential compliance issues and champion continual process improvement.
  • Perform quality review of GPCMS intake records - Accuracy of description, complaint decision, completeness of information, completeness, and timeliness of follow up.

WHAT YOU'LL BRING TO ALCON:

  • Bachelor's Degree or Equivalent years of directly related experience (or high school +13 yrs; Assoc.+9 yrs; M.S.+2 yrs; PhD+0 yrs)
  • The ability to fluently read, write, understand, and communicate in English
  • 5 Years of Relevant Experience
  • Work hours: Exempt
  • Travel Requirements: None
  • Relocation assistance: No
  • Sponsorship available: No

PREFERRED QUALIFICATIONS:

  • Certified Ophthalmic Technician or Ophthalmic RN
  • Surgical/OR experience
  • Experience using TrackWise
  • Experience handling complaints within Medical Device and/or Pharmaceutical Industry

HOW YOU CAN THRIVE AT ALCON:

  • Join Alcon's mission to provide outstanding, innovative products and solutions to improve sight, improve lives, and grow your career
  • Collaborate with teammates to share standard processes and findings as work evolves
  • See your career like never before with focused growth and development opportunities
  • Alcon provides robust benefits package including health, life, retirement, flexible time off for exempt associates, PTO for hourly associates, and much more

ATTENTION: Current Alcon Employee/Contingent Worker

If you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.

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Alcon is an Equal Opportunity Employer and participates in E-Verify. Alcon takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital or veteran status, disability, or any other legally protected status. Alcon is also committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an email to alcon.recruitment@alcon.com and let us know the nature of your request and your contact information.