Job Title: Specialist/Team Lead -MICC

Employment Type: Full time

Location: Bangalore, India

Experience: 4+ Years

About Clinchoice

ClinChoice is a partner to the largest pharmaceutical, medical device, and consumer care innovators in the world. Established in 1995, we provide expertise in clinical operations, biometrics, regulatory affairs, pharmacovigilance, medical affairs, and toxicology to help our partners advance healthcare by accelerating clinical trials with data-driven insights, delivering the best strategies for product registration, and enhancing patient safety through real-world and clinical analysis.

Our global delivery network has expanded to centers and satellite offices in the United States, Mexico, United Kingdom, Armenia, China, Japan, India, and the Philippines to help our customers maintain regulatory compliance locally and globally.

We have forged future-defining partnerships with industry bodies and technology companies to develop cutting-edge solutions that deliver our expertise with quality and precision.

Primary Responsibilities:

• Handle inbound and outbound calls/emails for Adverse Events (AEs), Product Complaints (PCs) and Medical Inquiries (MIs) and non-standard inquires.
• Handle spontaneous and solicited reports, including identification of Adverse Events, Product Complaints / Medical Device complaints, legal complaints, product information, Medication errors and Special case scenarios.
• Respond to web-based medical inquiries and product complaints received from Health Care Professional and consumers concerning the safety and effective use of all marketed products within prescribed timelines. Follow-up directly with patients/consumers and health care professionals regarding MI/PC/AEs queries, or as per client SOPs.
• Able to generate follow-up letters and adequate information for product complaints, Adverse Event Monitoring (AEM) forms.
• Update all templates periodically for follow-up and send it to medical reviewer for
• Manage and/or resolve customer Follow-up/reconciliation of discrepancies, as required.
• Identify and escalate issues to
• Provide product and service information to customers, demonstrate good customer
• Research required information using available
• Research, identify, and resolve customer complaints using applicable
• Route calls to appropriate resources, as
• Document all call information according to Medical Information standard operating
• Complete call logs and
• Awareness of GVP and understanding of the relevant modules
• Basic competence with medical and therapeutic

Candidate Profile:

• Pharm/M. Pharm/ Life Science graduate.
• Proficient in relevant computer applications
• 03-05 years of experience in a UK/US call Center environment
• Knowledge of customer service practices and principles

Skillset required:

• Excellent verbal and written communication skills
• Should be a good listener, customer focus, attention to detail, professionalism and be a multi-
• Ability to handle stressful situations
• Excellent data entry and typing
• Should be flexible to work in shifts and across the week including weekends.