Complaints Associate

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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Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital status, disability, or any other reason.

Experience Level

Mid Level