Complaints Administrator

Randstad In-House Services
£18k - £19k pa
02 Dec 2016
Job Sector
Contract Type
Full Time
Randstad Inhouse Service are looking for a Complaint Administrator for our multinational healthcare client based in the Leeds area.

Job Outline

Each morning a new batch of cases (complaints) are received into the group mailbox, these are triaged to assess the work involved in entering them into the database, or if they are cases that are already entered in to the database and require an update to that record.

Main Responsibilites of the role:

New Cases
* For new cases, various checks are made by filtering and searching an excel spreadsheet and also by interrogating the database to see if the case has already been previously entered
* If the case is a new case, a new record is created on the database and details from the electronic complaint form/email copied and pasted in to the relevant section on the database
* Electronic forms have to be created and sent to our US colleagues and also to the Vigilance Team
* Acknowledgement emails are sent to the notifer of the complaint to advise them of the reference number and to request return of the faulty items
* Requests for additional information and the return of the faulty items is undertaken via email and 3 attempts are to be made to obtain the information and/or items
* All documents are saved to the database record and on to the server in the relevant month's folder

Updated Cases
* Various checks are made by filtering and searching an excel spreadsheet and also by interrogating the database to locate the original case record
* Once the correct case record is located on the database a comparison is made between the two records to find out what information has been amended and/or added to the case
* The case will need to be re-open via the database to yourself and any additions and/or amendments made to the case record
* A notification will need to be sent to our US colleagues and the Vigilance Team for them to determine if an update to the medical authority is required
* New documents will need to be saved to the server, attached to the database record.

There will be a number of enquiries and queries that will have to be made to our customer facing affiliates who supply the complaint forms and emails to us. Some of the queries are requests for additional information or clarification of information received, some of the queries can be quite complex and will also be to affiliates whose first language is not English. Therefore, it is essential that you are able to communicate, clearly and concisely via email. The industry is heavily regulated by numerous medical authorities around the world and we have many compliance rules to adhere to, therefore attention to detail is paramount to ensure that all records are entered and reported correctly. The role is very much a desk and PC orientated role, being PC literate especially in Word, Excel, Outlook and any database would be a great advantage.