Clinical Complaints Specialist

Job Title

Job Description

In this role you

The Clinical Complaints Specialist will ensure prompt evaluation, investigation, and medical device reporting (MDR) assessment for escalated complaints related to actionable/urgent alert items, associated algorithm findings (clinical accuracy and completeness), among other issues.

Your role:

• Thoroughly review customer complaints and internal escalations for ECG transmissions and associated algorithm findings to ensure clinical accuracy and completeness
• Assess customer complaints related to ECG transmissions to determine if physician notification criteria was met, and meticulously document actions and findings; promptly escalate any abnormalities in line with software and physician notification / complaint handling / MDR protocols.
• Contribute to the success of the Quality & Regulatory / Clinical Wireless Monitoring departments by meeting key performance indicators and upholding a high standard of quality in a collaborative team-based setting.
• Engaging cross-functionally with Engineering, Medical Affairs, Product Management, Quality and Regulatory, Research & Development, and other departments, as needed, to ensure a full root cause investigation and record of findings are identified in the customer complaint case.

You're the right fit if:

• You have an Associate or Bachelor Degree (may consider High School Diploma or General Education Development (GED) based on experience levels) and an active CRAT/CCT certification or obtain one within 180 days from the date of hire.
• 3+ years of cardiac device experience (ICDs, Pacemakers, Loop Recorders).  Strong experience in performing/analyzing EKG’s preferred. 
• You’ve acquired 6+ months of relevant experience in data entry, customer service, or performing/analyzing EKG’s.
• Your skills include proficiency with Microsoft Office applications, a strong technical acumen and computer skills, and adeptness in working across multiple technical platforms simultaneously, with a capacity to adapt to change.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this Office/Remote position. 

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is an office role

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 improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our culture.

Philips Transparency Details

The pay range for this position in Malvern, PA is $67,000 – 92,600, Annually. 

The pay range for this position in San Diego, CA is $71,000 – 98,700, Annually. 

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.    

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered.  Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more.  Details about our benefits can be found here. 

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. 

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future. 

Company relocation benefits will not be provided for this position.  For this position, you must reside in or within commuting distance to Malvern, PA OR San Diego, CA.

#LI-PHI

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates.  Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.