Medical Call Center

Intake Specialist I

This is an onsite position in Austin, TX. Some hybrid work is possible. Will also look at candidates in Lake County, IL and it would be hybrid. Purpose: The Intake Specialist I works to support PMQA through providing the initial triaging of complaints from all channels and serve as the first point of contact with the customer. They will ensure accuracy of data from the customer to make the initial identification of the complaint code. They will conduct data entry and coordination of work through the appropriate channels as determined by established business rules.

Responsibilities:

• Completes the intake process of complaints through phone, email and OneTrack.
• Conducts initial assessment of application for missing information and completes missing information customer outreach process to obtain required data.
• Conducts the initial identification of the complaint code.
• Coordinate the logistics for the complaint samples.
• Partner with internal stakeholders for adverse events.
• Decides whether a replacement, credit, or warranty claim is warranted, and will notify the appropriate stakeholders. Will process replacement, credit or warranty claim for the customer.
• Leads translation services for reporting, if needed.
• Identify the need for a reply letter to customers addressing the results of complaint investigations and send to complaint processing team to create.

Qualifications:

• High school diploma or equivalent required. College or a 2-year Associate Degree is preferred.
• A minimum of 1-2 years' experience within a call center, preferably in a healthcare setting.
• Strong attention to detail, critical thinking, and can work independently with minimal direction.
• High quality customer service skills in any field.
• Ability to express ideas clearly in both written and oral communications.
• Knowledge and familiarity with product, process, equipment, and facilities of pharmaceutical, biological or device related products.
• Computer skills and ability to navigate through software systems.
• Strong prioritization and time management skills.