Junior MICC Associate

Core Responsibilities:Call and Email Management:

• Communication:

  Receive and manage calls and emails related to Adverse Events (AE), Product Quality Complaints (PQC), Medical Information (MI), and General Inquiries (GI).

• Inquiry Handling:

  Process and register cases, check for duplicates, and follow up on inquiries through phone and email, including translation if required.

• Customer Service:

  Exhibit a detail-oriented and friendly attitude when answering calls, ensuring timely escalation to a supervisor when necessary.

Training and Compliance:

• Training:

  Complete internal and external training as assigned.

• Audits:

  Participate in audits and ensure timely closure of Corrective and Preventive Actions (CAPAs).

Individual Case Safety Report Management:

• Data Entry:

  Enter individual case safety reports into the safety database, ensuring accuracy and completeness.

• Case Evaluation:

  Review and evaluate AE case information to determine the required action based on internal policies and procedures.

• Timeliness:

  Process cases to meet project timelines, quality, and productivity standards, in line with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

• Coding:

  Code medical history, events, drugs, procedures, indications, and laboratory tests using appropriate dictionaries (e.g., MedDRA, Company Product Dictionary, WHO-DD).

• Narrative Writing:

  Write or review medically relevant safety narratives in chronological order, ensuring completeness and accuracy.

• Document Preparation:

  Prepare and archive source documents as required.

• Case Review:

  Address feedback from Quality Reviewers/Medical Reviewers and make necessary changes to cases.

Subject Matter Expertise:

• Mentoring:

  Act as a Subject Matter Expert for assigned projects, providing review feedback, mentoring, and training to enhance team quality.

Desirable Skills and Experience:

• Experience:

  1-3 years of experience in a Medical Information Contact Centre (MICC) role.

• Education:

  Graduate or post-graduate degree in Life Sciences.

• Communication:

  Strong communication skills for effective client interaction and coordination.