Complaint Handling & Vigilance Reporting Specialist

Your role:

• Investigates and assists in resolving complex complaints by monitoring product analysis findings or service analysis notes and ensures the implementation of solutions to address customer concerns efficiently.
• Analyses supplementary data as required to fortify the investigation process and demonstrates a commitment to thoroughness and accuracy.
• Establishes standards for appropriate coding to records as input for the complaints process, coordinates requests for new coding, when necessary, ensures all systems and tools are updated, and reviews and updates complaints as new codes become available.
• Leads the end-to-end investigation of complaints, including condensing information, and presenting a concise overview of the inquiry process, including key issues identified, evidence gathered, and resolutions proposed or implemented.
• Leads and reviews customer response letters (CRL) or internal responses upon concluding the investigation, utilizes effective communication and problem-solving skills, and escalates complex matters to appropriate channels for further assistance and resolution.
• Handles moderate to high complexity investigations into post-market complaints and adverse events, ensures thorough and timely resolution by analysing complaint data and documentation to identify trends, root causes, and potential product issues.
• Supports the training and qualification of new PMS complaint operations investigators, provides guidance, resources, and hands-on instruction to facilitate their understanding of complaint handling processes, regulatory requirements, and best practices.

You're the right fit if:

• You have a bachelor’s degree in medical sciences, Healthcare Management, Industrial Engineering, or equivalent.
• No prior experience required.
• You have affinity with Post Market Surveillance and/or Complaint handling processes.
• Spoken and written communication in the English language at native or near native level.
• Understanding of the English language at native or near native level.
• Ability to 'read between the lines' to understand the consumer complaint.
• You have a caring nature and have the ability to show sympathy and empathy to the consumer.

How we work together
We believe that we are better together than apart. For this role, this means working in-person at least 3 days per week.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.

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