Complaint Handling Business Process Expert (Clinical Informatics)

at  Philips

JOB DESCRIPTION

As a Complaint Handling BPE you are responsible for End-to-End complaint handling, including investigations, vigilance reporting, validating and resolve customer complaints related to allegations of product defect.
You will become part of the Complaint Handling team of Clinical Informatics which is part of Enterprise Informatics Business, responsible for ensuring patient safety and quality, customer satisfaction, and regulatory compliance through the complaint-handling process.

• Responsible for ensuring timeliness and high quality of complaint investigations in the End-to-end complaint handling process.
• Together with BU lead, support complaint handling strategy and operating model to ensure Customer satisfaction, Patient safety and Quality and audit readiness for CI complaint handling.
• Oversight the working relationship between the Business Unit and its partners to ensure smooth handling of customer product complaints.
• Accountable for representing the Business in complaint handling deliverables by acting as a liaison between the business, business unit, market, and Shared Services.
• Liaison with product experts within the business (R&D, Clinical, Manufacturing, sustaining) to address product specific issues related to customer complaints, in order to ensure robust complaint investigations are conducted.
• Support Quality management System activities related to complain handling and complaint data for CAPA, Corrections and Removals (C&R), training management review and internal and external audits.
• Analyze complaint data gathers additional data as needed, and partners cross functionally to provide feedback to the BIU supporting complaint evaluation and/or to the PMS management on potential process and quality improvements.
• Lead, develop and implement corrective and preventive actions to address complaint handling and medical device reporting issues, as required.
• Escalate to the Complaint Handling Business Lead when necessary to determine the action to drive timely and effective resolution of the complaint.
• Develop and implement training materials and train associates on all procedures, policies, and guidelines.