Job Title: Medical Contact Center Associate II (French Speaker)
Job ID: 254713
Category: Clinical
Locations: Available in 3 locations
Work Environment: Remote
Shift: 24x7 Rotational
Role Summary
Provide medical information support, handle product quality complaints, and manage adverse drug reaction (ADR) reporting in French and English. Ensure compliance with regulatory and internal procedures while supporting call center operations and training initiatives.
Primary Responsibilities
Respond to medical information queries, product quality complaints, and general inquiries via phone, email, or fax (in French).
Receive, record, and report adverse drug reactions (ADRs/SAEs) within regulated timelines according to internal WI/SOPs.
Execute drug safety data management processes:
Call intake and dialogue documentation
Peer review and case follow-up
Support additional activities, including:
Tracking multiple types of information and metrics
Ongoing QC of process steps
Data reconciliation from multiple sources
Training and creation/revision of training materials based on procedural, system, and regulatory updates
Conduct training sessions and assess their effectiveness.
Ensure quality and accuracy of processed data.
Perform other duties as assigned by management.
Minimum Required Qualifications
Educational Background (any one of the following combinations):
Bachelor’s or Master’s in Pharmacy, Life Sciences, Medical Sciences, or related field + 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 + 5–6 years relevant experience (or 2+ years safety experience)
Relevant experience may substitute for formal education.
Safety experience includes handling AE/SAE reports, generating narratives, queries, using safety databases, and regulatory submissions.
Fluency in English (written and verbal).
Minimum Required Experience
Call center operations experience preferred.
Preferred Qualifications
Degree in Biological Sciences, Pharmacy, Nursing, Life Sciences, or Chemistry.
Fluent French verbal and written communication skills (preferably C level).
Good understanding of regulatory requirements, Pharmacovigilance practices, and ICH-GCP guidelines.
Technical proficiency in Microsoft Office suite.
High degree of accuracy with attention to detail.
Ability to work independently with moderate supervision and function as a team player.
Ability to analyze and synthesize medical information.
Experience handling inbound and outbound calls.
Physical Demands
Remote work environment.
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