Medical Information Contact Center Associate

Position Summary

The Medical Information Contact Center (MICC) is Harrow’s centralized intake and communication hub for handling medical inquiries (MIs), adverse event (AE) reports, and product quality complaints (PQCs) for Harrow’s ophthalmic products. As the first point of contact for patients, healthcare professionals (HCPs), and caregivers, the MICC ensures every interaction is received, documented, triaged, and routed in accordance with Quality Assurance (QA), Pharmacovigilance (PV), and regulatory requirements to safeguard patient safety and support timely follow-up.

Reporting to the MICC Supervisor, the MICC Coordinator provides administrative and intake support for QA and PV activities—receiving, documenting, and routing MIs, AE reports, and PQCs accurately, timely, and compliantly. The role also supports follow-up activities, product replacement coordination, recall-related customer communication, and the maintenance of QA and PV documentation and trackers.

Core Responsibilities

• Receive and respond to inbound calls and emails from patients, HCPs, and other reporters; log and follow up on Medical Inquiries (MIs), providing accurate, approved responses using standardized scripts and reference materials, and routing inquiries that require additional clinical or scientific input to Medical Information or other designated staff.
• Document inquiries, adverse events, and product quality complaints accurately in the MICC system using standardized forms, intake templates, and approved workflows.
• Perform basic triage and ensure MIs, AE reports, and PQCs are routed to designated QA, PV, and Medical Information staff within required timeframes, following approved talking points and communication protocols for compliance and message consistency.
• Conduct follow-up communication with reporters via phone and email to obtain missing case information, request supporting documentation (e.g., lot numbers, proof of purchase, photos of affected product), and provide case status updates.
• Coordinate product replacement requests, including initiating replacement orders, tracking shipments, and confirming receipt, while ensuring proper documentation in the MICC system.
• Maintain and update QA and PV documentation, trackers, and case logs—including data entry, record keeping, and preparation of routine reports—to ensure data integrity, completeness, and audit readiness.
• Collaborate with QA, PV, Medical Information, Customer Service, and Compliance teams to ensure timely case resolution and escalate issues that require additional review.
• Protect patient privacy and confidentiality at all times, handling personal health information (PHI) in accordance with HIPAA, internal SOPs, and applicable regulatory requirements.
• Engage in ongoing training on Harrow product knowledge, QA/PV regulatory procedures, adverse event reporting requirements, and complaint-handling standards.

Qualifications & Requirements

• High school diploma or GED preferred; associate’s degree or relevant coursework is a plus.
• 1–2 years of experience in customer service or a call center environment preferred.
• Strong verbal and written communication skills in English.
• Ability to manage confidential information with discretion.
• Proficiency in Microsoft Office preferred; ability to learn QA/PV systems (e.g., MICC).
• Detail-oriented, organized, and able to follow procedures accurately.
• Willingness to grow knowledge of QA/pharmacovigilance principles and compliance expectations.

Position Type

• Remote

Travel

• Occasional travel up to 10%; must be able to travel independently as a Harrow Eye, LLC representative.