Complaint Capture Coordinator

Qualifications

• Ability to work with customer system administrators and clinicians
• Proven ability to maintain a professional demeanor when handling complex user issues and high pressure situations
• Strong interpersonal skills
• Strong customer service skills
• High attention to detail
• Excellent time management and multitasking skills
• Excellent written and verbal communication skills
• Works well in a team environment
• Strong personal commitment to quality, customer service and patient safety
• Business and computer skills
• High School Diploma or GED, Associates degree or some college is preferred, but not required.

Responsibilities

• Under the direction of the Complaint Process Team Lead, the Quality System Specialist I, will manage activities and procedures associated with complaint capture concerning client products.
• This position will be responsible for entering complaint details into the complaint handling system.
• This position will also be responsible for contacting customers as needed to obtain additional information regarding the reported complaints.
• Manage the receipt of complaints from all sources and all process steps required for data entry into the complaint handling system.
• Enter the complaint into the complaint handling system.
• Rout the complaint to the appropriate location for further review.
• Check the complaint for accuracy and content and ensure that all information needed to process the complaint is captured.
• Contact the customer for additional information as needed.
• Draft customer acknowledgment letter to verify receipt of complaint.