Medical Contact Center Associate II | Full-Time | Remote | Mumbai / Pune / Bangalore, India
Experience Required: 2–3 years
Job Description:
We are hiring a Medical Contact Center Associate II to support global medical information and pharmacovigilance operations in a remote working environment. This role is responsible for handling medicaal inquiries, adverse drug reaction reporting, and drug safety data management while delivering high-quality multilingual support in French and English.
The ideal candidate will have prior experience in pharmacovigilance, medical information, or drug safety, along with strong communication skills and fluency in French.
Key Responsibilities:
Medical Information & Customer Support
Respond to medical information requests, product quality complaints, and general customer inquiries received via telephone, email, fax, or other communication channels in French and English.
Deliver accurate, compliant, and timely medical information support while maintaining service quality standards.
Handle inbound and outbound communication professionally and efficiently.
Pharmacovigilance & Drug Safety
Receive, document, and report Adverse Drug Reactions (ADRs) within regulatory timelines and internal SOP/WI requirements.
Execute drug safety data management activities including case intake, documentation, follow-up, and peer review.
Ensure adverse event data is accurately processed and maintained in safety databases.
Support regulatory-compliant AE/SAE reporting and case processing workflows.
Quality Assurance & Compliance
Perform ongoing quality control of defined process steps and ensure accuracy of processed safety data.
Maintain compliance with pharmacovigilance regulations, ICH-GCP guidelines, and internal procedures.
Participate in reconciliation of safety and operational data from multiple sources.
Training & Process Improvement
Create, review, and update training materials based on procedural, regulatory, or system updates.
Conduct team training sessions and assess training effectiveness when required.
Track operational metrics and contribute to process improvement initiatives.
Team Collaboration & Operations
Work collaboratively with internal stakeholders to ensure service excellence and issue resolution.
Support additional operational and administrative responsibilities as assigned by management.
Qualifications & Experience:
Bachelor’s or Master’s degree in Pharmacy, Life Sciences, Medical Sciences, Nursing, Biological Sciences, Chemistry, or related field.
2–3 years of experience in pharmacovigilance, drug safety, or medical information roles.
PharmD candidates with 1–2 years of relevant experience may also be considered.
Prior experience in call center or medical contact center operations preferred.
Fluency in French and English (written and verbal) is mandatory.
Experience processing AE/SAE reports, generating narratives, working with safety databases, and regulatory submissions preferred.
Strong understanding of pharmacovigilance regulations, ICH-GCP, and drug safety practices.
Proficiency in Microsoft Office Suite and data entry systems.
Excellent analytical, communication, and interpersonal skills.
Ability to work independently and collaboratively in a team environment.
Must be flexible to work rotational shifts in a 24x7 support environment.
Location: Remote (India) – Open to candidates based in Mumbai, Pune, or Bangalore
Why Join Us:
Work remotely in a global pharmacovigilance and medical information support role.
Gain international exposure supporting multilingual healthcare communication.
Be part of a dynamic life sciences and drug safety team.
Access career growth opportunities in pharmacovigilance, medical affairs, and safety operations.
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