Medical Contact Center Process Lead

Fortrea; Manila; On-site; PHP 334,800 - 558,000; Full time

Job summary

Fortrea in Metro Manila is seeking an experienced Team Lead to manage a healthcare call center team. The ideal candidate will respond to medical queries, handle adverse drug reactions, and lead team training and compliance.

Applicants must have a healthcare license and at least one year of team lead experience in a relevant setting. This role offers opportunities for coaching and professional growth.

Qualifications

• Minimum 1 year of team lead experience in a healthcare call center or medical information setting.

Responsibilities

• Respond to medical information queries and complaints.
• Manage adverse drug reactions and execute safety data management.
• Guide team members and support training and onboarding.

Skills

Team Management

Coaching

Risk Management

Education

Healthcare license (Nurse, Pharmacist, PT, Medtech, Radtech)

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 the telephone call, email, fax, etc.
• Execute drug safety data management processes – a combination of call intake, call dialogue documentation, peer review, case follow-up, report preparation and submission to regulatory authorities.
• Perform any other support activities as assigned – tracking various types of information and metrics, ongoing QC of defined process steps, training, reconciliation of data from multiple sources.
• Team Management, Employee Management, Coaching, ensure team compliance on company policies.
• Primary resource of process or case information and guidance of team members.
• Guide Junior associates in managing voice calls (as required).
• Support the TL/PM/DM in onboarding, training, managing and retaining delivery resources.
• Manage allocation of resources and work and manage volume peaks.
• Proactively identify and manage risks and issues with regards to service delivery.
• Assume responsibility for quality of data processed.
• Perform all activities assigned related to day-to-day operations.
• All other duties as needed or assigned.

Qualifications (Minimum Required)

• Healthcare license (Nurse, Pharmacist, PT, Medtech, Radtech)
• 1 year or more Team Lead experience in either a traditional healthcare call center or medical information contact center setting

Learn more about our EEO & Accommodations request here.