Position: Medical Contact Center Associate II (French Speaker)
Available Locations: 3 (Global)
Category: Clinical
Job ID: 254713
Job Overview
The Medical Contact Center Associate II is responsible for handling medical information queries, product quality complaints, and adverse event reports primarily in French, ensuring compliance with regulatory requirements and internal SOPs.
This role involves medical communication, pharmacovigilance data management, training, and quality assurance support within a multilingual contact center environment.
Key Responsibilities
1. Medical Information & Query Management
Respond to medical information queries, product quality complaints, and general product inquiries received via telephone, email, or fax (in French and English).
Record, assess, and report Adverse Drug Reactions (ADRs) within defined timelines as per regulatory guidelines and company SOPs/WIs.
Ensure accurate documentation and case follow-up in accordance with pharmacovigilance standards.
2. Drug Safety Data Management
Execute drug safety case processing activities, including:
Call intake and dialogue documentation.
Peer review and case reconciliation.
Ongoing quality control (QC) of process steps.
Maintain data integrity across multiple systems and sources.
3. Training & Quality Support
Develop, revise, and maintain training materials based on new procedural or regulatory updates.
Conduct training sessions for new and existing staff; evaluate training effectiveness.
Monitor and ensure quality and consistency of all processed data.
4. Process Improvement & Reporting
Track operational metrics and maintain documentation for audits.
Participate in continuous process improvement initiatives.
Support management with any additional assigned duties as required.
Qualifications (Minimum Required)
Education
One of the following educational combinations is acceptable:
Bachelor’s or Master’s degree in Pharmacy, Life Science, Medical Science, or related discipline + 2–3 years of safety experience
BS/BA + 2–3 years of safety experience
MA/MS/PharmD + 1–2 years of safety experience
Associate degree + 4–5 years relevant experience (or 2+ years safety experience)
Non-degree holders + 5–6 years relevant experience (or 2+ years safety experience)
Fortrea may consider equivalent relevant experience in place of formal education.
Experience Definitions
Safety experience: Handling AE/SAE case processing, generating narratives, managing queries, working in safety databases, or preparing regulatory submissions.
Relevant experience: Work in related domains such as Medical Affairs, Clinical Data Management, Clinical Monitoring, Regulatory Affairs, or Quality Assurance within pharmaceutical/biotech/CRO settings.
Preferred Qualifications
Degree in Biological Sciences, Pharmacy, Nursing, Life Sciences, or Chemistry.
Prior experience in call center operations (pharma or medical domain preferred).
Fluent French communication skills (written & verbal, preferably C-level).
Strong English communication (written & spoken).
Ability to handle inbound/outbound calls professionally.
Strong ability to analyze, interpret, and synthesize medical information.
Familiarity with regulatory requirements, pharmacovigilance practices, and ICH-GCP.
Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and accurate data entry skills.
Strong attention to detail, teamwork, and ability to work independently under moderate supervision.
Work Environment
Work Mode: Remote
Shift Pattern: 24×7 rotational shifts (as per business requirements)
Requires flexibility to handle different time zones and urgent queries.
Core Competencies
Bilingual communication (French & English)
Pharmacovigilance case processing
Quality and compliance adherence
Training and mentoring
Analytical thinking and data accuracy
Collaboration and time management
Equal Employment Opportunity
Fortrea is an equal opportunity employer.
The company provides reasonable accommodations to applicants with disabilities during the recruitment process.
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