Medical Contact Center Associate II

As a leading global contract research organization (CRO) with a passion for scientific rigor and decades of clinical development experience, Fortrea provides pharmaceutical, biotechnology, and medical device customers a wide range of clinical development, patient access, and technology solutions across more than 20 therapeutic areas. Conducting operations in ~100 countries, Fortrea is transforming drug and device development for partners and patients across the globe.

Job Overview:

We are seeking a dedicated Medical Contact Center Associate to handle medical information queries, product quality complaints, and general inquiries. This role involves recording and reporting Adverse Drug Reactions (ADRs) and supporting various assigned activities.

Key Responsibilities:

• Respond to medical information queries, product quality complaints, and general inquiries received via telephone, email, fax, etc.
• Record and report Adverse Drug Reactions (ADRs) in compliance with regulations and internal SOPs.
• Execute drug safety data management processes, including call intake, documentation, peer review, and case follow-up.
• Support various activities such as tracking information and metrics, ongoing quality control, training, and data reconciliation.
• Create and revise training materials based on procedural, system, and regulation updates.
• Conduct trainings and assess their effectiveness as required.
• Ensure the quality of processed data.
• Perform additional duties as assigned by management.

Qualifications:

• Bachelor's or Master's degree in Pharmacy, Life Science, Medical Science, or related area with 2-3 years of safety experience.
• BS/BA with 2-3 years of safety experience.
• MA/MS/PharmD with 1-2 years of safety experience.
• Associate degree with 4-5 years of relevant experience or 2+ years of safety experience.
• Non-degree with 5-6 years of relevant experience or 2+ years of safety experience.
• Relevant and equivalent experience may be considered in lieu of educational requirements.

Experience:

• Fluent in English, both written and verbal.
• Experience in call center operations is preferred.
• Good written and verbal communication skills.
• Ability to manage inbound and outbound calls.
• Ability to analyze and synthesize medical information.
• Understanding of regulatory requirements, good Pharmacovigilance practices, and ICH GCP guidelines.
• Proficiency with Microsoft Office applications.
• High degree of accuracy and attention to detail.
• Ability to work independently with moderate supervision.
• Functions well as a team player.

Fortrea is actively seeking motivated problem-solvers and creative thinkers who share our passion for overcoming barriers in clinical trials. Our unwavering commitment is to revolutionize the development process, ensuring the swift delivery of life-changing ideas and therapies to patients in need. Join our exceptional team and embrace a collaborative workspace where personal growth is nurtured, enabling you to make a meaningful global impact. For more information about Fortrea, visit www.fortrea.com.

Fortrea is proud to be an Equal Opportunity Employer:

As an EOE/AA employer, Fortrea strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. We encourage all to apply.

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