Medical Information Call Center (MICC)

Job Description:

Responsibilities

• Handle inbound and outbound calls, document them, and perform follow-up calls as per client requirements and SOPs.
• Ensure compliance with Vizen Lifesciences and client quality requirements.
• Send completed documents for QC in hourly reports.
• Follow telephone etiquette in the MICC process.
• Refer to safety reference and client-provided documents while handling calls.
• Manage test calls, faxes, voicemails, and emails.
• Categorize call information into product complaints, AE/SAE, medical queries, and product quality complaints.
• Forward AE/SAE information to the pharmacovigilance department and product complaints to the QA department as required.
• Contact manufacturing units or clients regarding medical inquiries with unavailable information.
• Adhere to administrative, technical, and physical safeguards to protect all data, ensuring confidentiality, integrity, and availability.
• Handle respective trackers and perform reconciliation.
• Ensure adherence to client-specific SOPs for all activities.
• Attend training and client meetings as needed.
• Provide feedback and training to team members.
• Archive pharmacovigilance documents.

Qualification & Expeirence

• Bachelor's or Master's degree in Pharmacy or Nursing.
• Experience required:
• 0 to 15 years of relevant experience in Medical Information Call Center (MICC)
• Team Leads and ,Quality Reviewer positions require additional leadership or quality review experience