Medical Contact Center Associate II – Clinical Operations
Locations: Available Across 3 Locations
Category: Clinical
Job ID: 255006
Role Overview
The Medical Contact Center Associate II is responsible for managing medical information inquiries, product quality complaint intake, and general query handling across multiple communication channels. This role supports global pharmacovigilance processes by ensuring accurate intake, documentation, reporting, and follow-up of safety data. The position requires fluency in French and English, strong communication skills, and the ability to work in 24x7 rotational shifts.
This role is ideal for professionals with experience in medical information services, contact center operations, or pharmacovigilance data management.
Key Responsibilities
Medical Information and Query Handling
Respond to medical information requests, product quality complaints, and general queries received via phone, email, or fax in French.
Manage communication in alignment with global standards and internal procedures.
Safety Reporting and Data Management
Record and report Adverse Drug Reactions (ADRs) within regulatory timelines and according to internal SOPs and work instructions.
Perform drug safety data management activities including call intake, dialogue documentation, peer review, and follow-up.
Operational Excellence and Compliance
Support tracking of operational metrics and quality control checkpoints.
Reconcile data from multiple sources and ensure accuracy of safety records.
Maintain responsibility for the quality and completeness of processed information.
Training and Knowledge Development
Develop and update training materials based on evolving procedures, systems, and regulatory requirements.
Conduct training sessions and evaluate training effectiveness.
Additional Responsibilities
Collaborate with cross-functional teams to support operational needs.
Perform other duties as assigned by management to support ongoing project activities.
Qualifications (Minimum Required)
Language Requirements
Fluency in French (spoken and written)
Fluency in English (spoken and written)
Educational and Experience Requirements
Candidates may qualify through one of the following combinations:
Bachelor’s/Master’s in Pharmacy, Life Sciences, Medical Sciences, or related fields: 2 to 3 years of safety experience.
BS/BA: 2 to 3 years of safety experience.
MA/MS/PharmD: 1 to 2 years of safety experience.
Associate degree: 4–5 years of relevant experience or 2+ years of safety experience.
Non-degree: 5–6 years of relevant experience or 2+ years of safety experience.
Safety experience includes: processing AE/SAE reports, generating narratives, performing queries, using safety databases, and contributing to regulatory submissions.
Relevant experience includes: work in pharmaceutical, biotechnology, or CRO environments, including roles in Medical Affairs, Clinical Data Entry, Clinical Data Management, Clinical Monitoring, Regulatory Affairs, or Quality Assurance.
Experience Required
Prior experience in call center or contact center operations is preferred.
Knowledge of pharmacovigilance processes, regulatory reporting requirements, and ICH-GCP guidelines.
Strong ability to analyze, interpret, and synthesize medical or scientific information.
Skills and Competencies
Excellent written and verbal communication skills.
Strong ability to manage inbound and outbound calls professionally.
High attention to detail with strong documentation accuracy.
Proficiency in Microsoft Office applications.
Ability to work independently with moderate supervision and collaborate effectively within a team.
Gujarat :
Ahmedabad | Ankleshwar | Baroda | Bharuch | Gandhinagar | Gujarat | Halol | Jhagadia | Mehsana | Tarasadi | Vadodara | Vapi |Maharashtra :
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Delhi | India | New Delhi | PAN-India |Assam :
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Hajipur | Patna |Kerala :
Kannur | Kochi | Malappuram | Thiruvananthapuram | Trivandrum |Pondicherry (Puducherry) :
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Rangpo |India :
Siliguri |Illinois :
Abbott Park | Bloomingdale | Champaign | Chicago | Deerfield | Glenview | Lake Forest | Lombard | Naperville | Norridge | Park RIdge | Round Lake |Maryland :
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Appleton | Kenosha | Pleasant Prairie | Portage | Waukesha |United states :
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Duluth | Eden Prairie | Fridley | Hibbing | Maple Grove | Minneapolis and St. Paul, Minnesota. | Minnetonka | St.Paul |Kentucky :
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Frank Scottile Blvd |Missouri :
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Mexico |northeastern :
New Hampshire |Oklahoma :
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Tuscaloosa |D.C :
Washington |Delaware :
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Bayreuth | Erlangen | Munich | Regensburg | Wurzburg |Brandenburg :
Berlin |Baden-Wurttemberg :
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Germany | GErmany |Lower Saxony :
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Ingelheim am Rhein | Mainz |Schleswig Holstein :
Kiel |Berlin :
Mitte |Mecklenburg Vorpommern :
Rostock |Saarland :
Saarbrucken |Switzerland :
Basel | Zurich |Serbia :
Belgrade | Serbia |Hungary :
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Bulgaria | Vedant |Denmark :
Copenhagen | Denmark |Europe :
Europe | France | Latvia | Lendava | Leuven | Poland | Slovenia | Spain |Finland :
Finland |Istanbul :
Istanbul | Turkey |Norway :
Norway | NOrway |Romania :
Romania |Belgium :
Wavre |Tipperary :
Ballydine |Cork :
Brinny | Ringaskiddy |Carlow :
Carlow |Republic of Ireland :
Cork | Dublin | Limerick | Waterford |Ulster :
Donegal |Meath :
Dunboyne |Dún Laoghaire :
Dún Laoghaire |Galway :
Galway |County Dublin :
Swords |Republic of China :
Beijing |China :
China | Quarry Bay |Liaoning :
Dalian |Zhejiang :
Hangzhou |Tokiyo :
Osaka | Tokyo |Shanghai Sai :
Shanghai Shi |Hubei :
Wuhan |Capital of Netherland :
Amsterdam |North Brabant :
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Haarlem |South Holland :
Leiden |Netherlands :
Netherlands |Remote Australia :
Arkansas | Remote Australia |New South Wales :
Ballina | Sydney |Republic of Western Australia :
Nedlands |Queensland :
Queensland |Melbourne :
South Yarra |United Kingdom :
England | Harlow | Leeds | London | Maidenhead | Salt Lake City | Stevenage | Stirling | United Kingdom |North Yorkshire :
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Sheffield |Oxfordshire :
Witney |Ontario :
Renfrew | Australia | North York | Uxbridge | Richmond Hill | Mississauga |Canada :
Canada |Quebec :
Montreal |Brussels :
Brussels |Antwerp :
Heist op den Berg |Flemish Brabant :
Zaventem |South America :
Peru | Argentina |Brazil :
Brazil | Sao paulo |Attica :
Koropi | Athens |Greece :
Greece |North Island :
Auckland |New Zealand :
New Zealand |Austria :
Austria |Vienna :
Vienna |Catalonia :
Barcelona |Madrid :
Madrid |Cebu Province :
Cebu City |Philippines :
Manila |Croatia :
Croatia |Zagreb :
Zagreb |Estonia :
Estonia | Tartu |Harju County (Maakond) :
Tallinn |Hà Nội :
Hà Nội | Hanoi |Ho Chi Minh :
Ho Chi Minh City |Italy :
Italy |Lombardy :
Rho |Jakarta :
Jakarta |East Java :
Surabaya |Japan :
Japan | Saitama |Tokyo :
Otemachi |North Ostrobothnia :
Oulu |Southwest Finland (Varsinais-Suomi) :
Turku |Remote Korea :
Remote Korea |Republic of Korea :
Seoul |Kazakhstan :
Almaty |Republic of Thailand :
Bangkok |Israel :
Netanya | Yavne | Be'Er Sheva | Kfar Saba | Tel Aviv |Remote :
Manipal | Lenexa | Remote, USA | Melbourne | Medan | Remote - Middle East | Xzagreb | Remote | Nairobi | Belgium | Thailand | French | Minnesota | Hammond | Zaragoza | Bishop | Victoria | Tulsa | Texas | Ireland | Regulatory Labeling Manager (NA and LATAM Only) | Remote - South America (Latin Americal) | Remote - Europe | Green Way | Slovakia | Remote - Africa | McFarland | Riga | Switzerland | Castlebar | Faridabad | Lousiana | Bountiful | Leinster | Blue Bell | Springville | Hungary |Republic of Colombia :
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Bucharest |Buenos Aires :
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New Mexico | Ciudad de México |Dubai :
Dubai |Makkah :
Rabigh | Najran | King Abdullah Economic City | Jeddah | Riyadh | Khulais |Kuala Lumpur :
Kuala Lumpur |Kyiv Oblast :
Kyiv |Lima Region :
Lima |France :
Paris | Lyon |South Africa :
South Africa | Midrand |Nišava District :
Niš |Bohemia :
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