Core Responsibilities: Call and Email Management:

Communication: Receive and manage calls and emails related to Adverse Events (AE), Product Quality Complaints (PQC), Medical Information (MI), and General Inquiries (GI).
Inquiry Handling: Process and register cases, check for duplicates, and follow up on inquiries through phone and email, including translation if required.
Customer Service: Exhibit a detail-oriented and friendly attitude when answering calls, ensuring timely escalation to a supervisor when necessary.

Training and Compliance:

Training: Complete internal and external training as assigned.
Audits: Participate in audits and ensure timely closure of Corrective and Preventive Actions (CAPAs).

Individual Case Safety Report Management:

Data Entry: Enter individual case safety reports into the safety database, ensuring accuracy and completeness.
Case Evaluation: Review and evaluate AE case information to determine the required action based on internal policies and procedures.
Timeliness: Process cases to meet project timelines, quality, and productivity standards, in line with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Coding: Code medical history, events, drugs, procedures, indications, and laboratory tests using appropriate dictionaries (e.g., MedDRA, Company Product Dictionary, WHO-DD).
Narrative Writing: Write or review medically relevant safety narratives in chronological order, ensuring completeness and accuracy.
Document Preparation: Prepare and archive source documents as required.
Case Review: Address feedback from Quality Reviewers/Medical Reviewers and make necessary changes to cases.

Subject Matter Expertise:

Mentoring: Act as a Subject Matter Expert for assigned projects, providing review feedback, mentoring, and training to enhance team quality.

Desirable Skills and Experience:

Experience: 1-3 years of experience in a Medical Information Contact Centre (MICC) role.
Education: Graduate or post-graduate degree in Life Sciences.
Communication: Strong communication skills for effective client interaction and coordination.

Junior MICC Associate