AbbVie Lead Medical Safety Specialist - Contact Center in Lake County, Illinois
Lead Medical Safety Specialist - Contact Center
USA, Illinois, Lake County
Research & Development
This position supports the Contact Center to achieve its mission of improving patient lives globally through industry leading safety and compliance by consistent and accurate delivery of high quality, relevant and timely adverse event information
Core job requirements include:
Identification and collection of adverse events, Medical information inquiries and Product Quality complaints in a compliant and timely manner in order to comply with global regulations which includes:
Service Level metrics
Actively monitor the CMS Supervisor
Become experts in AYAYA and NICE
Ask agents to take a call when it is nearing a predefined time threshold
Implementation of Quality Review Strategy
Quality call review and feedback to employee and reporting to management
Elevate changes in project call volumes
Manage Escalations.If call is unresolvable – escalate to manager for resolution.
Track gaps in service delivery to be shared back to the Q,C,T AD for evaluation.
Meeting company standards for quality, compliance and productivity. Remaining current on knowledge and skills required for case processing.
Understanding of the changing regulatory environment and the impact to the case management process.
Supporting and participating in audits and inspections as needed
Mentoring Contact Center staff in case intake for post marketing.
Leading quality initiatives that affect process improvements and improved productivity.
Leading cross functional teams/ projects to deliver results for the organization.
Developing cross functional relationships and effectively communicate with internal and external partners.
Leading call quality review
Supporting contact center vendor work and duties including oversight
Supporting ODC activities.
Other duties may be assigned based on the need or work requirement of the organization.
Minimum: Bachelor’s degree with related health sciences background, RN, BSN, BS, BS Pharm. PharmD or advanced degree preferred. Candidates lacking the appropriate degree but with previous pharmaceutical experience may be considered.
4-6 years drug safety experience minimum.
Demonstrated ability to lead project work. Proven success in results-driven process management
Core knowledge of industry regulations (ICH, FDA, EMEA, MHRA)
Expert in case processing processes, procedures, conventions
Equal Opportunity Employer Minorities/Women/Veterans/Disabled
Job Type: Experienced