Medical Quality Complaint Management Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Evaluate escalated complaint files for thoroughness, precision, and adherence to regulations.

• Reach out to complainants, complaint preparers, field personnel, and stakeholders to gather any missing details.

• Record the gathered information in complaint-management systems.

• Generate and oversee MQ reports every morning and midday.

• Monitor new and ongoing MQ tickets to ensure timely reviews, updates, and resolutions.

• Handle a substantial and increasing workload efficiently.

• Ensure accurate documentation and streamline workflows.

• Collect, organize, verify, and evaluate MQ-related data.

• Conduct research, data collection, and verification projects.

• Recognize documentation gaps, process issues, and potential risks, and escalate as necessary.

• Assist field personnel with precise and timely complaint documentation.

• Uphold confidentiality and adhere to quality, regulatory, and data management standards.

• Lead MQ process training for newcomers and deliver team-wide training on updates.

• Update and maintain training materials, process guidelines, and reference documentation.

• Execute checks and balances to ensure compliance with procedures.

• Provide coaching and clarification on process or documentation issues.

• Stay informed about MQ process updates and new implementations.

• Encourage knowledge sharing, consistency, accountability, and ongoing improvement.

⛳️ Requirements

• Proven experience in reviewing detailed records, complaint files, quality documentation, or similar case-management information.

• Outstanding attention to detail and dedication to producing complete and accurate documentation.

• Capability to independently handle a high-volume workload while meeting deadlines and maintaining quality standards.

• Excellent written and verbal communication skills.

• Proficiency in learning and utilizing various software applications, systems, and workflows.

• Intermediate-level expertise in Microsoft Office, including Excel, Word, PowerPoint, and Outlook.

• Experience in collecting, organizing, verifying, and analyzing data.

• Proven ability to work collaboratively within diverse and cross-functional teams.

• Familiarity with SAP is mandatory.

• Preferred experience in MQ, P58, complaint handling, quality management, medical devices, healthcare, or another regulated field.

• Preferred experience in training employees or supporting system and process implementations.

• Ability to work in a structured and independent manner with precision, accountability, and personal responsibility.

• Strong organizational and time-management capabilities.

• Ability to identify process deficiencies, assess information, and determine suitable next steps.

• Adaptability to evolving processes, requirements, and technology.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k) retirement plan

• Life insurance

• Long-term and short-term disability insurance

• Paid parking/public transportation

• Paid time off

• Paid sick and safe time