Mindlance
JOB DESCRIPTION
Hybrid job role, all onboarding and training provided in person at our Salt Lake (Taylorsville) location. A work from home option may be approved by management, in time, based on performance review. This will be a 9/80 schedule.
General Position Summary The Complaint Analysts is responsible for processing complaint data and approving data entry and analyzing customer complaint information for the organization. Customer Service receives the calls and collects information from customers. Complaint Analysts review complaint information and work with various departments, including Customer Service, Clinical, Regulatory, and Service, to ensure the complaint records are complete, accurate and compliant with Quality Systems Work Instructions.
Core Responsibilities
Handle complaint processing escalations in a consistent and timely manner
Reporting of Complaint Metrics to functional areas within MMD
Keep complaint handling work instructions up to date and in alignment with all Quality and Regulatory requirements
Maintain and provide standardized complaint data upon request
Maintain the standard for accurate record documentation of communication and correspondence with customers
Identify opportunities for improvements in complaint handling and provide training support as needed
Complaint triage and routing of complaint information to appropriate personnel
Ensure the complete and accurate documentation of complaints
Assist internal personnel on complaint investigations
Miscellaneous
Quickly identify and evaluate problems to reach a solution
Communicate answers and solutions to coworkers confidently
Strong understanding of the FDA regulated products and services MMD offers
Strong grasp of company policies and able to make good decisions
Assist other quality staff with their duties as requested
Maintain healthy and open communication lines with other departments
Complete required training in a timely manner
Education and/or Experience Associate’s degree (A.A.) or equivalent from two-year College or technical school; or four years related experience and/or training; or equivalent combination of education and experience. One to two years of experience with customer complaints, Customer Escalations in an FDA regulated medical device company.
Required Qualifications
Ability to solve complex problems under pressure
Strong file handling and organizational skills
Can maintain a professional manner while dealing with customer complaints.
Understanding or working knowledge of FDA complaint reporting per 21 CFR 803, preferred
Self-starter, able to manage a variety of tasks simultaneously, and lead others by example
Excellent analytical and communication skills
Ability to effectively communicate via email/telephone
Strong computer skills including Word, PowerPoint and Excel
Able to succeed in highly regulated compliance-oriented environment while still providing service excellence
EEO “Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”
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General Position Summary The Complaint Analysts is responsible for processing complaint data and approving data entry and analyzing customer complaint information for the organization. Customer Service receives the calls and collects information from customers. Complaint Analysts review complaint information and work with various departments, including Customer Service, Clinical, Regulatory, and Service, to ensure the complaint records are complete, accurate and compliant with Quality Systems Work Instructions.
Core Responsibilities
Handle complaint processing escalations in a consistent and timely manner
Reporting of Complaint Metrics to functional areas within MMD
Keep complaint handling work instructions up to date and in alignment with all Quality and Regulatory requirements
Maintain and provide standardized complaint data upon request
Maintain the standard for accurate record documentation of communication and correspondence with customers
Identify opportunities for improvements in complaint handling and provide training support as needed
Complaint triage and routing of complaint information to appropriate personnel
Ensure the complete and accurate documentation of complaints
Assist internal personnel on complaint investigations
Miscellaneous
Quickly identify and evaluate problems to reach a solution
Communicate answers and solutions to coworkers confidently
Strong understanding of the FDA regulated products and services MMD offers
Strong grasp of company policies and able to make good decisions
Assist other quality staff with their duties as requested
Maintain healthy and open communication lines with other departments
Complete required training in a timely manner
Education and/or Experience Associate’s degree (A.A.) or equivalent from two-year College or technical school; or four years related experience and/or training; or equivalent combination of education and experience. One to two years of experience with customer complaints, Customer Escalations in an FDA regulated medical device company.
Required Qualifications
Ability to solve complex problems under pressure
Strong file handling and organizational skills
Can maintain a professional manner while dealing with customer complaints.
Understanding or working knowledge of FDA complaint reporting per 21 CFR 803, preferred
Self-starter, able to manage a variety of tasks simultaneously, and lead others by example
Excellent analytical and communication skills
Ability to effectively communicate via email/telephone
Strong computer skills including Word, PowerPoint and Excel
Able to succeed in highly regulated compliance-oriented environment while still providing service excellence
EEO “Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”
#J-18808-Ljbffr