Job Summary:

• Plans directs & supervises activities within assigned division
• Supervises & provides training for insurance complaint analysts
• Review the full range of complaints regarding Medicare and ensure proper complaint procedures are maintained
• Analyzes & coordinates multi-divisional complaints
• Takes appropriate administrative action including referral & coordination with federal agencies, statewide organizations and internal divisions
• Develops & implements policies & procedures regarding staff development, division work flow & customer service issues
• Defines division goals & objectives
• Speaks before small & large groups
• Develops & coordinates internal training activities
• Represents the department at professional conferences

Skills on Resume: 

• Leadership (Soft Skills)
• Complaint Management (Hard Skills)
• Analytical Skills (Hard Skills)
• Coordination Skills (Hard Skills)
• Policy Development (Hard Skills)
• Strategic Planning (Hard Skills)
• Public Speaking (Soft Skills)
• Training and Development (Soft Skills)

Job Summary:

• Record and monitor complaints in a validated document management system.
• Evaluate the complaint and determine the level and rationale for the investigation.
• Triage and initiate investigation requests with both internal team and external suppliers.
• Notify Senior Management of complaints with significant quality or compliance issues that might require a Field Alert/Recall according to Nalu’s Incident Reporting Procedures.
• Conduct complaint investigations and write investigation reports.
• Review complaints and conclusions from complaint investigations conducted by internal personnel.
• Track closure of complaint investigations and associated CAPA’s that may be generated as a result of the complaint.
• Document and file required adverse event reports with FDA within required timeframes.
• Develop and maintain appropriate metrics measuring the state and performance of the complaint system
• Contact the complainant, as warranted, to obtain additional complaint information.
• Assist Regulatory Affairs or delegates
• Perform complaint risk assessments.
• Ensure the proper storage of complaint samples.
• Perform and document results of routine assessments and failure analysis of returned devices.

Skills on Resume: 

• Document Management Proficiency (Hard Skills)
• Analytical Skills (Hard Skills)
• Investigation (Hard Skills)
• Communication and Reporting (Soft Skills)
• Regulatory Compliance (Hard Skills)
• Metric Development (Hard Skills)
• Risk Assessment (Hard Skills)
• Coordination (Hard Skills)

Job Summary:

• Contract position for a Complaint Analyst for medical device manufacturing, RAQA compliance.
• Follow-up with Sales Reps and Hospitals to obtain applicable information pertaining to reported events.
• Coordinate obtaining medical opinions in support of reporting and investigational purposes.
• Work closely with R&D, Marketing, Advanced Reliability Engineers and Advanced Quality Engineers to assess patient risk and associated harms within the complaint investigation to accurately assess reportability decisions.
• Review PIs for reportability to the FDA and other competent authorities under Medical Device Reporting regulations.
• Ensure timely completion of MDR rationales and initial, supplemental and final incident reports to FDA and other competent authorities within specified timeframes.
• Coordinate with QA all documentation required to reach a decision regarding a field action by company policies and procedures.
• Assess compliance concerns for non-conformances, providing a rationale.
• Collect information for HHE's and provide Strategy on recalls.
• Execute recalls, 806 reports, effectivity checks, periodic reports and coordination of recalls.

Skills on Resume: 

• Regulatory Knowledge (Hard Skills)
• Complaint Investigation (Hard Skills)
• Medical and Technical Expertise (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Documentation and Reporting (Hard Skills)
• Quality Assurance Coordination (Hard Skills)
• Recall Management (Hard Skills)
• Analytical and Problem-Solving Skills (Hard Skills)

Job Summary:

• Use proven customer service skills to resolve administration and service complaints in a manner that is consistent with best practice, whilst supporting TCF and adhering to regulatory requirements.
• Convey decisions to clients both verbally and in writing, promoting clear communication with customers to assist with swift and satisfactory case resolution.
• Liaise and build relationships with internal and external customers, whilst being an advocate for Service Resolution at all times.
• Provide an assessment of the implications to companies following investigation of the complaint, and suggest corrective action as appropriate.
• Identify areas for improvement within the company's current processes and procedures during the course of an investigation and implement any appropriate remedial action to ensure that we learn from mistakes.
• Recommend and authorize redress (refund of premiums, interest, payments and other disbursements to complainants), within agreed authorization limits
• Dealing with customer service complaints or investigations
• Analyse complaints to identify key root causes and complaint reduction opportunities.             
• Completing daily tasks at a high level
• Maximize the number of telephone complaints and deliver fair outcomes for customers.
• Convey decisions both verbally and in writing and promote clear communication with customers.
• Identify and analyze the root causes.           
• Escalating trends when identified.

Skills on Resume: 

• Advanced Communication Skills (Soft Skills)
• Customer Service Excellence (Soft Skills)
• Analytical Skills (Hard Skills)
• Relationship Building (Soft Skills)
• Problem-Solving Ability (Soft Skills)
• Decision-Making Skills (Hard Skills)
• Attention to Detail (Hard Skills)
• Regulatory Knowledge (Hard Skills)