Associate I, Patient Safety and Experience

About the Role

The role provides day-to-day case monitoring, assessment, and reporting of quality and adverse event complaint records involving Alcon manufactured products. It responds to complaint activities required to comply with local and international regulations, guidelines, and applicable directives. This role may be required to work in shifts.

Key Responsibilities

• Process case files according to Standard Operating Procedures (SOP).
• Work with affiliate offices to ensure required dataset has been received/requested.
• Re-assess the data, ensure accurate product selection and assign required event code(s) in the system.
• Complete initial and follow-up reporting assessments as information is received (initial report, follow-up questionnaires, phone calls, investigation findings).
• Respond to Manufacturing Quality Assurance (QA) requests and Health Authority inquiries.
• Launch required quality investigation records.
• Schedule expedited and periodic regulatory reports based on local and international reporting regulations.
• Perform and receive quality feedback on case management and coding.
• Adherence to all corporate compliance guidelines & corporate programs.
• Process and review Surgical – Intra Ocular Lens (IOL) complaint records in accordance with Alcon SOPs.
• Provide support in reconciliation activities and audit as required.
• Evaluate and escalate potential safety issues to management.

Requirements & Tech Stack

• Maintains a working knowledge of:
• Alcon Products for assigned therapeutic areas and corresponding documentation (Product Information, Directions for Use, Manuals, Promotional materials)
• Eye anatomy
• Common diseases
• Ophthalmic evaluation procedures
• Eye terminology and abbreviations
• Safety database(s) and reporting tools