Specialist, Complaint Intake II

The Complaint Intake Analyst II works to support PMQA through providing the initial triaging of complaints from all channels and serve as the first point of contact with the customer. They will ensure accuracy of data from the customer in order to make the initial identification of the complaint code. They will conduct data entry and coordination of work through the appropriate channels as determined by established business rules. They will also handle escalations for complex complaints. They will also serve as a subject matter expert in designated products.

Responsibilities

Completes the intake process of complaints through phone, email and OneTrack.

Conducts initial assessment of application for missing information and completes missing information customer outreach process to obtain required data

Conducts the initial identification of the complaint code

Coordinate the logistics for the complaint samples

Partner with internal stakeholders for adverse events

Supports more complex complaints that are escalates

Serves as a Subject Matter Expert for a designated product within the team

Decides whether a replacement, credit, or warranty claim is warranted, and will notify the appropriate stakeholders. Will process replacement, credit or warranty claim for the customer.

Leads translation services for reporting

Identify the need for a reply letter to customers addressing the results of complaint investigations and send to complaint processing team to create

High school diploma or equivalent required. College or a 2-year Associate Degree is preferred

A minimum of 3-5 years’ experience within a call center, preferably in a healthcare setting

Strong attention to detail, critical thinking, and can work independently with minimal direction

High quality customer service skills

Ability to express ideas clearly in both written and oral communications

Proficiency in one additional EU language — Spanish, Italian, German, or Dutch (written and verbal, minimum B2 level) is required to support effective communication with EU-based stakeholders in complaint intake activities

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.

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