MQ (Medical Quality) Complaint Management Specialist

Accountabilities:

• Serve as a subject matter resource for medical quality complaint processes, workflows, systems, documentation standards, and requirements.
• Review escalated complaint files for completeness, accuracy, and compliance with established procedures.
• Identify missing, incomplete, or unclear information and proactively contact complainants, complaint preparers, field personnel, and other stakeholders to obtain the required details.
• Accurately document collected information in applicable complaint-management systems while maintaining consistent and complete records.
• Independently pull and monitor MQ reports each morning and midday and track new and open complaint tickets to ensure they are reviewed, updated, and addressed promptly.
• Manage a high-volume workload while maintaining accurate documentation, meeting deadlines, and keeping workflows efficient and on schedule.
• Collect, organize, verify, and analyze MQ-related data and prepare reports, visualizations, and other requested analyses.
• Conduct special research, data-gathering, verification, and quality-related projects as assigned.
• Identify documentation gaps, process concerns, potential risks, or compliance issues and escalate them to the appropriate stakeholders.
• Support field personnel by helping ensure complaint documentation is accurate, timely, complete, and aligned with established requirements.
• Maintain confidentiality and follow applicable quality, regulatory, data-management, and documentation requirements.
• Lead MQ process training for new employees and provide team-wide training when procedures, systems, or requirements change.
• Maintain and update training materials, process guidance, reference documentation, and other resources.
• Perform ongoing checks and balances to verify adherence to established processes and provide coaching or clarification when documentation or workflow concerns are identified.
• Maintain comprehensive knowledge of MQ process updates, changes, and implementations while promoting consistency, accountability, knowledge sharing, and continuous improvement.

Requirements:

• Experience reviewing detailed records, complaint files, quality documentation, case-management information, or similar documentation-intensive materials.
• Exceptional attention to detail and a strong commitment to complete, accurate, and consistent documentation.
• Demonstrated ability to independently manage a high-volume workload while meeting deadlines and maintaining quality standards.
• Strong written and verbal communication skills, with the ability to professionally obtain information and clarification from a variety of stakeholders.
• Ability to quickly learn and effectively navigate multiple software applications, systems, workflows, and business processes.
• Intermediate proficiency with Microsoft Office, including Excel, Word, PowerPoint, and Outlook.
• Experience collecting, organizing, verifying, and analyzing data.
• Demonstrated ability to work effectively within diverse, cross-functional teams.
• Required experience with SAP.
• Experience with MQ, P58, complaint handling, quality management, medical devices, healthcare, or another regulated environment is preferred.
• Experience training employees or supporting system and process implementations is an advantage.
• Highly structured and independent working style, with strong accountability, reliability, and personal responsibility.
• Strong organizational and time-management skills, with the ability to prioritize competing responsibilities and follow through on open items.
• Comfortable proactively contacting stakeholders to obtain missing information and resolve documentation concerns.
• Strong analytical and problem-solving skills, with the ability to identify process gaps, evaluate information, and determine appropriate next steps.
• Positive, collaborative, and adaptable approach, with the ability to respond effectively to changing processes, requirements, and technology.
• Genuine interest in healthcare and quality-focused processes.

Benefits:

• Full-time remote position in the United States.
• Base pay range of $65,220–$89,683 per year, with starting compensation determined by factors such as geography, skills, education, experience, and other qualifications.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• 401(k) retirement plan.
• Life insurance.
• Short-term disability insurance.
• Long-term disability insurance.
• Paid parking or public transportation benefits, where applicable.
• Paid time off.
• Paid sick and safe time.
• Opportunity to work in a regulated healthcare and medical technology environment.
• Opportunity to contribute to complaint management, quality processes, data analysis, training, and continuous improvement.
• Collaboration with cross-functional teams including Field Service, Technical Support, Quality, and other operational stakeholders.
• Reasonable accommodations are available as part of the employer’s commitment to an inclusive and accessible workplace.
• Successful candidates must be able to work with controlled technology in accordance with applicable U.S. export control laws and regulations.