About the role
Vizen Lifesciences is seeking a dedicated Medical Information Call Center (MICC) Team Lead, ,Quality Reviewer, and Associates to join our team.
The ideal candidate should have an educational background in B.Pharm, M.Pharm, or Nursing, with 0 to 15 years of relevant experience in a MICC environment. This role requires excellent English language skills, proficiency in understanding the US accent, and the flexibility to work in 2pm to 10 PM shift
Key Responsibilities:
- Handle inbound and outbound calls, document them, and perform follow-up calls as per client requirements and SOPs.
- Ensure compliance with Vizen Lifesciences and client quality requirements.
- Send completed documents for QC in hourly reports.
- Follow telephone etiquette in the MICC process.
- Refer to safety reference and client-provided documents while handling calls.
- Manage test calls, faxes, voicemails, and emails.
- Categorize call information into product complaints, AE/SAE, medical queries, and product quality complaints.
- Forward AE/SAE information to the pharmacovigilance department and product complaints to the QA department as required.
- Contact manufacturing units or clients regarding medical inquiries with unavailable information.
- Adhere to administrative, technical, and physical safeguards to protect all data, ensuring confidentiality, integrity, and availability.
- Handle respective trackers and perform reconciliation.
- Ensure adherence to client-specific SOPs for all activities.
- Attend training and client meetings as needed.
- Provide feedback and training to team members.
- Archive pharmacovigilance documents.
Education Qualifications requirement:
- Bachelor's or Master's degree in Pharmacy or Nursing.
Experience required:
- 0 to 15 years of relevant experience in Medical Information Call Center (MICC)
- Team Leads and ,Quality Reviewer positions require additional leadership or quality review experience
Mandatory Requirement:
- Excellent English language speaking and writing skills.