Position Title: Medical Contact Center Associate II (French Speaker)
📍 Locations: Available in 3 Locations
🏢 Department: Clinical
🆔 Job ID: 254713
💼 Employment Type: Full-Time
🌍 Work Mode: Remote / Hybrid (as applicable)
Position Summary
The Medical Contact Center Associate II is responsible for responding to medical information queries, product quality complaints, and adverse event reports (AEs/SAEs) in French and English through multiple communication channels (calls, emails, faxes, etc.).
The role also involves pharmacovigilance data processing, training support, and quality assurance in alignment with company procedures and regulatory requirements.
Key Responsibilities
1. Query and Complaint Management
Respond promptly and accurately to medical information queries, product quality complaints, and general inquiries received via telephone, email, or fax in French and English.
Ensure all queries are documented, tracked, and resolved according to internal SOPs and service timelines.
2. Adverse Event (AE) & Safety Case Handling
Receive, record, and report Adverse Drug Reactions (ADRs) and Serious Adverse Events (SAEs) within regulatory timelines as per company procedures.
Execute drug safety data management processes, including case intake, documentation, peer review, and follow-up.
3. Data Management & Quality Control
Maintain data accuracy and integrity across safety databases and call management systems.
Perform ongoing QC checks, data reconciliation, and tracking of operational metrics.
Ensure compliance with Good Pharmacovigilance Practices (GVP) and ICH-GCP standards.
4. Training & Documentation
Create and update training materials based on new systems, regulations, or procedural changes.
Conduct team training sessions, assess effectiveness, and provide feedback for improvement.
Assist in maintaining standardized documentation for safety and call center operations.
5. Collaboration & Support
Work closely with internal stakeholders including Pharmacovigilance, Medical Affairs, and Regulatory Teams.
Support cross-functional activities as assigned by management.
Participate in process improvement initiatives and internal audits.
Qualifications
Education
Bachelor’s or Master’s degree in Pharmacy, Life Sciences, Medical Sciences, Biological Sciences, Nursing, or Chemistry.
Equivalent combinations of education and experience may be considered.
|
Education Level |
Minimum Safety Experience |
|---|---|
|
BS/BA |
2–3 years |
|
MA/MS/PharmD |
1–2 years |
|
Associate Degree |
4–5 years relevant experience (or 2+ years in safety) |
|
Non-degree |
5–6 years relevant experience (or 2+ years in safety) |
Note: “Safety experience” includes AE/SAE case processing, narrative generation, safety database management, and regulatory submission experience.
Experience Requirements
2–3 years of pharmacovigilance or drug safety experience.
Prior experience in call center operations is preferred.
Background in pharmaceutical, biotechnology, or CRO industries—especially in Medical Affairs, Clinical Data Management, Regulatory Affairs, or Quality Assurance—is advantageous.
Skills and Competencies
Fluent in French (C-level proficiency preferred) and English (written & verbal).
Strong analytical skills to interpret and synthesize medical information.
Working knowledge of ICH-GCP and pharmacovigilance regulations.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
High attention to detail with excellent documentation skills.
Strong interpersonal and communication abilities; capable of handling inbound and outbound calls professionally.
Team-oriented but able to work independently with moderate supervision.
Work Conditions
Shift Type: 24x7 rotational shifts (as per project requirement).
Work Mode: Remote.
Physical Demands: Minimal; standard office/computer-based work.
Equal Opportunity Statement
Fortrea is an equal opportunity employer. We value diversity and inclusion in all aspects of employment and provide reasonable accommodations upon request.
Learn more about our EEO & Accommodation policies here.
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