Medical Associate

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

• Receives customer Complaints through calls/emails/faxes
• Assesses Complaints (events) for proposed MDR reportability and submits assessment to client
• Follow-ups for additional information and product returns
• Primary, single source customer contact
• Responsible for gathering event registration information (as defined by SOP’s) from customers
• Owns and manages the event through registration through potential regulatory reporting, sample retrieval, investigation, provide customer response and ultimately to closure/reopening as needed
• Responsible for contacting SME’s, QAs, Team Lead as needed to obtain complaint closure
• Responsible in timely escalation of significant events to the Team Lead
• Keeps oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
• Keeps all company information which includes customer information confidential and secured
• Performs reviews and assessments of complaints processed by peers as part of cross utilization approach

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
• • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

• · Able to write effective Medical and Technical narratives regarding the complaints

  · Able to create Customer Letters

  · Must have good computer skills, effective keyboarding skills

  · Must have excellent telephonic and listening skills

  · Able to think critically to determine the type of questions which need to be asked to

  gather necessary information

  · Good problem solving and analytical skills

  · Good customer service skills

Deliver

Mandatory Skills: Prod Quality &Complaint Mgt.(Med Device) .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.