Call Handling:
Manage inbound and outbound calls, document interactions, and perform follow-up calls according to client requirements and standard operating procedures (SOPs).
Compliance:
Ensure adherence to Vizen Lifesciences and client quality standards. Send completed documents for quality control (QC) in hourly reports.
Communication:
Follow proper telephone etiquette during all MICC interactions. Refer to safety references and client-provided documents when handling calls.
Information Management:
Categorize call information into relevant categories such as product complaints, adverse events (AE/SAE), medical queries, and product quality complaints.
Coordination:
Forward AE/SAE information to the pharmacovigilance department and product complaints to the QA department as required. Contact manufacturing units or clients for medical inquiries with unavailable information.
Data Protection:
Adhere to administrative, technical, and physical safeguards to protect data confidentiality, integrity, and availability.
Administrative Tasks:
Manage trackers, perform reconciliation, and archive pharmacovigilance documents. Ensure compliance with client-specific SOPs for all activities.
Training and Feedback:
Attend training and client meetings as needed. Provide feedback and training to team members.

Education Qualifications:

Bachelor s or Master s degree in Pharmacy or Nursing.

Experience Required:

0 to 5 years of relevant experience in a Medical Information Call Center (MICC) role.

Mandatory Requirements:

Excellent English language speaking and writing skills.
Flexibility to work in 24/7 shifts.

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