Temporary Complaint Intake Coordinator

About the role

This position will communicate with field-based employees, distributors and customers by telephone, email and other means concerning returns, requests for servicing and possible complaints concerning AtriCure products. The coordinator will initiate and communicate Return Goods Authorizations (RGAs), record them in the company’s systems, and conduct periodic review and follow-up to promote prompt return of products. The role also obtains information to determine whether a return involves a product complaint and, if so, initiates and processes a complaint following the company’s quality system procedures, monitoring the complaint to ensure timely completion. Accurate and timely documentation of complaints is required, as is assisting management in communicating with field-based employees, distributors and customers regarding the status of complaint investigations.

Responsibilities

• Receive return requests from the field, distributors and customers, and issue return goods authorizations following company procedures
• Monitor open RGAs and follow up periodically by telephone and/or email as necessary to promote the prompt return of devices to AtriCure
• Evaluate return goods requests and initiate complaints in AtriCure’s complaint management system and applicable logs as appropriate
• Communicate with customers and others by telephone and email to gather information needed for complaint evaluations, and record that information promptly and accurately in appropriate systems
• Monitor complaint progress to ensure investigation completion in a timely manner
• Assist in preparing ad-hoc and periodic complaint reports, as requested by management
• Support assigned compliance activities such as procedure updates, training, internal audits, etc.
• Provide additional support to Compliance, Risk Management, Quality and/or Regulatory Affairs functions as needed
• Maintain regular and predictable work performance
• Work effectively under fast-paced conditions
• Make decisions and use good judgment
• Prioritize various duties and multitask as required
• Successfully work with others
• Perform additional duties as assigned

Requirements

• High school diploma required
• Good interpersonal communications skills
• Ability to prioritize tasks and complete work with minimal supervision
• Computer/Data Entry Skills, working knowledge of Microsoft Office applications (Word, PowerPoint, Excel, Outlook, etc.)

Qualifications

• Prior medical device complaint handling and/or product surveillance experience
• Basic familiarity with medical device quality systems and regulations
• Medical/clinical background or training

Other Requirements

• Ability to regularly walk, sit, or stand as needed
• Ability to occasionally bend and push/pull as needed
• Ability to pass pre-employment drug screen and background check

Benefits

• Medical & Dental coverage beginning day 1 of employment
• 401K with company match
• 30 days of paid Parental Leave (in addition to maternity leave) for new moms and dads
• Volunteer Time Off
• Pet Insurance
• On-site fitness center and cafeteria access for corporate-based employees