Medical Associate | CEBU

Job Title: Medical Associate
Location: Cebu

Role Purpose

The Medical Associate provides effective technical and medical support to the process by handling complaints, assessing cases, and ensuring timely resolution of client issues. This role ensures adherence to process Service Level Agreements (SLAs) through accurate evaluation, documentation, and escalation of significant events as needed.

Key Responsibilities

• At least 1 year BPO exp (Pure International voice)
• Own the complaint handling process from evaluation to closure, including:
  • Adverse event reporting decisions
  • Case coding and follow-up for additional information
  • Final closure of complaint records
• Assess complaints for proposed MDR (Medical Device Reporting) reportability and submit assessments to the client or directly to the regulatory authority.
• Perform peer reviews and assessments of complaints as part of the cross-utilization process.
• Escalate significant events to the Team Lead promptly and accurately.
• Maintain strict confidentiality of company and customer information.
• Prepare medical and technical narratives, as well as customer letters when required.