Medical Contact Center Associate I

FTPHP Fortrea Philippines Inc.; Manila; Hybrid; PHP 340,000 - 520,000; Full time

Job summary

Fortrea Philippines is seeking a Safety Data Management professional to respond to medical information requests and process adverse drug reaction cases. The role involves call intake, data entry, and ensuring regulatory timelines and data quality.

The candidate should have a pharmacy or life sciences background with 1–2 years in safety, and familiarity with safety databases and ICH/GCP guidelines. Office-based with potential remote capabilities and strong attention to detail.

Qualifications

• Bachelor’s or Master’s in Pharmacy or Life Science or Medical Science or related area + 1 to 2 years of safety experience.
• BS/BA + 1 to 2 years of safety experience.
• MA/MS/PharmD + 1 to 2 years of safety experience.
• Associate degree + 3-4 years relevant experience (or 2 years safety experience).
• Non-degree + 4-5 years relevant experience (or 2 years safety experience).
• Fortrea may consider relevant and equivalent experience in lieu of educational requirements.
• Safety experience includes processing AE/SAE reports, generating narratives, queries, working within safety databases, and regulatory submissions.
• Relevant experience includes pharmaceutical/biotech/CRO exposure; Medical Affairs, Clinical Data Entry/Management, Regulatory Affairs, or QA.

Responsibilities

• Respond to medical information queries and general inquiries via telephone, email, or fax.
• Receive information, record, and report Adverse Drug Reactions within regulatory timelines.
• Execute drug safety data management processes including call intake and case follow-up.
• Track information, perform QC of steps, and support training and data reconciliation.
• Assume responsibility for data quality and integrity of processed safety data.
• Support other duties as needed.

Skills

Communication skills

Pharmacovigilance awareness

Medical information handling

Microsoft Office

Education

Pharmacy degree

Life Sciences degree

Regulatory/Pharmacovigilance background

Associate degree in related field

Non-degree with experience

Tools

Microsoft Office Suite

Job description

Summary of Responsibilities

To respond to medical information queries/product quality complaints/general queries that may be received over the telephone call, email, fax etc.

Receive information, record, and report Adverse Drug Reaction in timelines (according to the regulations and to internal WI/SOPs) that may be received over telephone calls, email, fax etc.

Execute drug safety data management processes – a combination of call intake, call dialogue documentation, peer review, case follow-up.

Perform and support different activities as assigned – tracking various types of information and metrics, ongoing QC of defined process steps, training, reconciliation of data from multiple sources.

Assume responsibility for quality of data processed.

All other duties as needed or assigned.

Qualifications (Minimum Required)

• Bachelor’s or Master’s in Pharmacy or Life Science or Medical Science or related area + 1 to 2 years of safety experience.
• BS/BA + 1 to 2 years of safety experience.
• MA/MS/PharmD + 1 to 2 years of safety experience.
• Associate degree + 3-4 years relevant experience (or 2 years safety experience).
• Non-degree + 4-5 years relevant experience (or 2 years safety experience).
• *Fortrea may consider relevant and equivalent experience in lieu of educational requirements.
• *Safety experience includes actual experience processing AE/SAE reports, generating narratives, queries, working within safety databases, and experience with regulatory submissions.
• **Relevant experience includes experience in the pharmaceutical, biotechnology, or CRO industry, partly in related areas such as Medical Affairs, Clinical Data Entry and Clinical Data Management, Clinical Data Monitor, Regulatory Affairs, or Quality Assurance.

Experience (Minimum Required)

• Good written and verbal communication skills.
• Ability to receive and manage in-bound and out-bound calls.
• Ability to analyze and synthesize medical information.
• Good understanding of regulatory requirements, good Pharmacovigilance practices and ICH GCP guidelines.
• Technical proficiency with Microsoft Office suite applications.
• High degree of accuracy with attention to detail.
• Functions as a team player.
• Ability to work independently with moderate supervision.

Preferred Qualifications Include

• Degree preferred (but not necessary) to be in one or more of the following disciplines: Biological Sciences, Pharmacy, Nursing, Life Sciences, and Chemistry.
• Experience in call center process is preferred.

Physical Demands/Work Environment

• Office Environment or remote.

Learn more about our EEO & Accommodations request here.

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