AbbVie Lead Medical Safety Specialist - Contact Center in Lake County, Illinois

Lead Medical Safety Specialist - Contact Center

USA, Illinois, Lake County

Research & Development

Requisition #1809484

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

Major Responsibilities:

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:

  • Managing workflow

  • 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

Additional Information

  • Travel: No

  • Job Type: Experienced

  • Schedule: Full-time