Medical Contact Center Senior Specialist
Location: Pune, India
Category: Clinical / Pharmacovigilance
Job ID: 256232
Job Overview
We are seeking a Medical Contact Center Senior Specialist to join our dynamic clinical support team. The role focuses on handling medical information inquiries, product quality complaints, and adverse event reporting via telephone, email, and other communication channels. The specialist will also mentor junior staff, ensure regulatory compliance, and contribute to continuous process improvements within the Medical Contact Center.
This position is ideal for candidates with a strong pharmacy, life sciences, or medical background and hands-on experience in pharmacovigilance, clinical data management, or regulatory affairs.
Key Responsibilities
Receive, document, and report Adverse Drug Reactions (ADRs) within defined timelines according to regulatory guidelines and internal SOPs.
Execute drug safety data management processes, including call intake, dialogue documentation, peer review, and case follow-up.
Guide and mentor junior associates in call handling and safety procedures as required.
Create, update, and maintain training materials reflecting procedural, system, and regulatory changes.
Conduct training sessions and assess training effectiveness.
Support ongoing quality control, data reconciliation, and process monitoring.
Ensure the accuracy and integrity of data processed.
Perform other duties as assigned to support Medical Contact Center operations and compliance objectives.
Minimum Qualifications
Bachelor’s or Master’s degree in Pharmacy, Life Sciences, Medical Sciences, or equivalent.
Minimum 6–7 years of relevant experience in pharmaceutical, biotechnology, or CRO industries.
Hands-on pharmacovigilance experience, including AE/SAE processing, narrative writing, query management, and regulatory submissions.
Knowledge of Medical Affairs, Clinical Data Management, Clinical Monitoring, Regulatory Affairs, or Quality Assurance is highly desirable.
Strong written and verbal communication skills with the ability to analyze and synthesize medical information.
Understanding of regulatory requirements, Good Pharmacovigilance Practices (GVP), and ICH-GCP guidelines.
Technical proficiency in Microsoft Office Suite with high attention to detail.
Ability to function both independently and collaboratively within a team-oriented environment.
Preferred Qualifications
Additional degree in Biological Sciences, Nursing, Chemistry, or related disciplines is advantageous.
Previous experience in call center operations or medical information centers.
Proven ability to manage inbound and outbound calls efficiently while maintaining data integrity.
Work Environment
Office-based environment in Pune, India.
Exposure to global pharmaceutical and clinical operations.
Opportunities for professional growth and skill enhancement in medical information and pharmacovigilance functions.
Why Join
Contribute to the safety and well-being of patients globally.
Work in a dynamic, regulatory-compliant medical contact center.
Collaborate with experienced clinical and pharmacovigilance professionals.
Gain exposure to pharmaceutical operations, regulatory submissions, and clinical support activities.
Equal Opportunity Employer: We are committed to providing an inclusive workplace and consider qualified applicants without regard to race, color, religion, gender, sexual orientation, national origin, disability, or veteran status.
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