Associate II, Complaints

• Process case files according to Standard Operating Procedures (SOP).
• Receive initial complaint from any source (ECPs, patients, internal Alcon personnel) and assure all information/data is accurately captured at point of contact.
• Maintain an understanding of information/data required to be collected for technical and AE complaints to assure compliance with regulations and directives.
• Manage technical and adverse event complaint records for assigned area(s) using designated safety system(s).
• Review potential complaint data received via safety system(s) and other methods, as required.
• Is cognizant of and works efficiently within applicable time zones.
• Performs intake / follow up / data entry activities and attaches corresponding source documents in a timely manner per requirements and directives.
• Triage from all sources for quality technical complaint, Adverse Event, request for refund, request for replacement product and request for credit.
• Reviews data entry and follow-up activities for completeness and timeliness.
• Maintains a working knowledge of company policies and procedures, departmental processes, and associated work instructions.
• Understands terminology and abbreviations regarding eye anatomy, common diseases, and ophthalmic procedures.
• Utilizes safety databases(s) and reporting tools.
• Informs management of potential safety issues, emerging trends and/or concerns.
• Adherence to all corporate compliance guidelines & corporate programs.
• Provide support in reconciliation activities and audit as required.
• Evaluate and escalate potential safety issues to management.

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