- The Complaint Intake Analyst I works to support PMQA (Post Market Quality Assurance) through providing the initial triaging of complaints from all channels and serve as the first point of contact with the customer.
- They will ensure accuracy of data from the customer in order to make the initial identification of the complaint code.
- They will conduct data entry and coordination of work through the appropriate channels as determined by established business rules.
- Completes the intake process of complaints through phone, email and OneTrack.
- Conducts initial assessment of application for missing information and completes missing information customer outreach process to obtain required data
- Conducts the initial identification of the complaint code
- Coordinate the logistics for the complaint samples
- Partner with internal stakeholders for adverse events
- Decides whether a replacement, credit, or warranty claim is warranted, and will notify the appropriate stakeholders. Will process replacement, credit or warranty claim for the customer.
- Leads translation services for reporting
- Identify the need for a reply letter to customers addressing the results of complaint investigations and send to complaint processing team to create
- High school diploma or equivalent required. College or a 2-year Associate Degree is preferred
- A minimum of 1-2 years experience within a call center, preferably in a healthcare setting
- Bilingual/Multilingual - spanish, french, german, greek, italian etc.
- Strong attention to detail, critical thinking, and can work independently with minimal direction
- High quality customer service skills
- Ability to put ideas clearly in both written and oral communications
- Knowledge and familiarity with product, process, equipment, and facilities of pharmaceutical, biological or device related products.
- Computer skills and ability to navigate through software systems
- Strong prioritization and time management skills
- customer service
- call center
- inbound/outbound calls
- intake coordinator
- product complaints
- complaints triage
- pharmaceutial
- healthcare
- medical devices
- devices
- complaint processing
Job ID: 482880713
Originally Posted on: 6/26/2025
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