Medical Contact Center Process Lead

**Summary of Responsibilities:** * To respond to medical information queries/product quality complaints/general queries that may be received over the telephone call, email, fax, etc. * Receive information, record and reporting Adverse Drug Reaction in timelines (according to the regulations and to internal WI/SOPs) that may be received over the telephone call, email, fax, etc. * Execute drug safety data management processes – a combination of call intake, call dialogue documentation, peer review, case follow-up, report preparation and submission to regulatory authorities. * Guide Junior associates in managing voice calls (as required). * Perform any other support activities as assigned – tracking various types of information and metrics, ongoing QC of defined process steps, training, reconciliation of data from multiple sources. * Team Management, Employee Management, Coaching, ensure team compliance on company policies. * Primary resource of process or case information and guidance of team members. * To respond to medical information queries/product quality complaints. * Create and revise training materials based on procedural, system, and regulation updates. * Responsible in conducting trainings and checks the effectiveness of the trainings as required. * Ensures that all associates are trained in appropriate regulations, procedural requirements, and systems. * Support the TL/PM/DM in onboarding, training, managing and retaining delivery resources. * Manage allocation of resources and work and manage volume peaks. * Proactively identify and manage risks and issues with regards to service delivery. * Assume responsibility for quality of data processed. * Perform all activities assigned related to day-to-day operations. * All other duties as needed or assigned. **Qualifications (Minimum Required):** * Healthcare license (Nurse, Pharmacist, PT, Medtech, Radtech) * 1 year or more Team Lead experience in either a traditional healthcare call center or medical information contact center setting Learn more about our [EEO & Accommodations request here](https://careers.fortrea.com/us/en/eeo-and-accommodations).