Clinical Customer Advocacy Specialist

  • Location
    Mansfield, Massachusetts
  • Job type
  • Category
    Call Center & Customer Service - Customer Service

Job Title: Customer Advocacy Specialist II
Location: Mansfield, MA

Desired Start Date: 7/9/18 or ASAP
Estimated Duration (in months): 6 months
Total Weekly Hours: 40 hours - with the option for 20 hours of OT
Hours: 8:30 to 5:00 pm
Pay Rate: $26.00 to $42.00 per hour / Adecco W2 depending on experience with our client's requirement below:

Customer Advocacy - Clinical is responsible for managing the clinical related customer experiences for our products and services (customer complaint management), and maintaining regulatory compliance with regards to product complaints for Patient Recovery products manufactured or distributed by the client.
• Processes complaints daily through the client complaint handling systems
• Demonstrates product knowledge supported by clinical experience and or product training
• Follows written regulatory procedures to determine the significance of each received complaint and accurately documents customer feedback.
• Interacts and successfully works with the customer to define and clarify reported issues.

• Bachelor’s degree preferred
• Minimum of 3 years’ experience; 5+ is preferred
• Compliant handling experience and / or customer service experience preferred
• Proficient in Excel and Microsoft Office including Outlook

• Analyzing information received from customers to make complaint determination
• Assessing whether or not a customer complaint is reportable to the FDA
• Completing necessary follow-ups and gathering all necessary information to thoroughly assess the product issue. This includes interacting with the customer, distributor, sales rep, marketing, manufacturing site, and various departments within Cardinal Health.

• Applies basic concepts, principles, and technical capabilities to perform routine tasks
• Follows established procedures to resolve readily identifiable technical problems
• Works under direct supervision and receives detailed instructions
• Develops competence by performing structured work assignments
• Meets daily complaint handling processing goals based on department needs

**Successful completion of a full background check, drug screening, employment and education verification required upon offer.

Disclaimer: Our Client does not provide sponsorship for this opening. Candidates must now and in the future be legally eligible to work in the US for any employer, no corp to corp.

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Reference number US_EN_2_022862_404628