🩺 Medical Contact Center Associate II (French Speaker)
Locations: Available in 3 Locations
Category: Clinical
Job ID: 254713
Company: Fortrea
🎯 Job Overview
The Medical Contact Center Associate II (French Speaker) is responsible for managing medical information queries, product quality complaints, and adverse event reports from healthcare professionals and consumers. The role requires strong communication skills in French and English, experience in pharmacovigilance and safety data management, and the ability to work in a 24×7 rotational shift environment.
🧠 Key Responsibilities
🔹 Medical Information & Query Management
Respond to medical information queries, product quality complaints, and general inquiries received via telephone, email, or fax in French.
Ensure timely, accurate, and compliant responses following SOPs/WIs and regulatory timelines.
🔹 Adverse Event Reporting
Receive, record, and report Adverse Drug Reactions (ADRs) and product complaints in compliance with regulatory requirements and internal SOPs.
Maintain accurate documentation and ensure all cases meet submission deadlines.
🔹 Drug Safety Data Management
Execute pharmacovigilance processes including:
Call intake & documentation
Peer review and quality control
Case follow-up activities
Ensure all data entries meet accuracy, completeness, and quality standards.
🔹 Process Support & Quality Control
Perform tracking of key metrics and data across multiple systems.
Conduct ongoing quality checks (QC) on defined process steps.
Support reconciliation of data from various sources to ensure data integrity.
🔹 Training & Documentation
Develop, update, and deliver training materials aligned with procedural, system, and regulatory changes.
Conduct training sessions and evaluate training effectiveness to ensure process readiness.
🔹 Compliance & Ownership
Take full accountability for data quality and process compliance.
Perform additional duties as assigned by management to support departmental objectives.
🎓 Qualifications
📘 Education (Minimum Required)
Bachelor’s or Master’s in Pharmacy, Life Sciences, Medical Science, or a related field with 2–3 years of safety experience,
OR
BS/BA with 2–3 years of safety experience,
OR
MA/MS/PharmD with 1–2 years of safety experience,
OR
Associate degree with 4–5 years relevant experience (or 2+ years safety experience),
OR
Non-degree with 5–6 years relevant experience (or 2+ years safety experience).
🔹 Fortrea may consider equivalent relevant experience in lieu of formal education.
💡 Experience Definitions
Safety Experience: Hands-on experience with AE/SAE case processing, narrative generation, queries, safety database operations, and regulatory submissions.
Relevant Experience: Work in pharma, biotech, or CRO environments within Medical Affairs, Clinical Data Management, Regulatory Affairs, or Quality Assurance.
💼 Experience & Skills
✅ Minimum Requirements
Prior experience in call center operations preferred.
Fluent in English (written and verbal).
🌟 Preferred Qualifications
Degree in Biological Sciences, Pharmacy, Nursing, Life Sciences, or Chemistry.
Fluent French (C-level proficiency; verbal and written).
Ability to manage inbound and outbound calls effectively.
Strong skills in medical data interpretation, analytical thinking, and synthesis of information.
Working knowledge of:
Regulatory requirements
Good Pharmacovigilance Practices (GVP)
ICH-GCP guidelines
💻 Technical Proficiency
Advanced knowledge of Microsoft Office Suite (Word, Excel, PowerPoint).
High degree of accuracy, attention to detail, and data quality awareness.
🤝 Soft Skills
Excellent written and verbal communication in French and English.
Strong team collaboration and interpersonal skills.
Ability to work independently under moderate supervision.
Flexibility to work in 24×7 rotational shifts.
🌍 Work Environment
Remote-based position.
May require flexible scheduling across global time zones.
⚖️ Equal Employment Opportunity (EEO)
Fortrea is an equal opportunity employer. Reasonable accommodations are available for individuals with disabilities during the application process.
🔗 Learn more: EEO & Accommodations Information
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