Associate II, Complaints

About the Role

The Associate II, Complaints role involves processing case files and managing complaint records according to Standard Operating Procedures (SOPs) and regulations.

Key Responsibilities

• Process case files according to Standard Operating Procedures (SOP).
• Receive initial complaints from any source (ECPs, patients, internal Alcon personnel) and ensure all information/data is accurately captured at point of contact.
• Maintain an understanding of information/data required for technical and AE complaints to ensure compliance with regulations and directives.
• Manage technical and adverse event complaint records for assigned area(s) using designated safety system(s).
• Review potential complaint data received via safety system(s) and other methods, as required.
• Perform intake, follow-up, and data entry activities, attaching corresponding source documents in a timely manner per requirements and directives.
• Triage all sources for quality technical complaints, Adverse Events, requests for refund, requests for replacement product, and requests for credit.
• Review data entry and follow-up activities for completeness and timeliness.
• Inform management of potential safety issues, emerging trends, and/or concerns.
• Evaluate and escalate potential safety issues to management.
• Provide support in reconciliation activities and audits, as required.

Requirements & Tech Stack

• Utilize safety databases(s) and reporting tools.
• Adherence to all corporate compliance guidelines & corporate programs.

Qualifications

• Work efficiently within applicable time zones.
• Maintain a working knowledge of company policies and procedures, departmental processes, and associated work instructions.
• Understand terminology and abbreviations regarding eye anatomy, common diseases, and ophthalmic procedures.