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Senior Manager Complaint Investigations in San Dimas, CA

Company: Curative Inc.
Location: San Dimas
Posted on: January 16, 2022

Job Description:

Curative is looking for a Sr Manager of Complaint Investigations who is passionate about helping the company as we work to save lives by combating COVID-19 through nationwide testing. This role reports to the Sr VP of Customer Success with a dotted line to the Compliance Team. The Sr Manager of Complaint Investigations investigates all customer complaints that are based on process inconsistencies and mistakes within the clinical lab processes. Along with investigating complaints, this role will work in conjunction with the Compliance Team to comply with FDA analysis regulations and also in conjunction with the Lab Director/Director of Lab Operations recommending preventative measures.ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Monitor and Respond to Clinical Complaints logged by Customer Success and Special Operations Teams in Medialab
  • Manage a team of 8+ personnel
  • Based on FDA regulations:
    • Determine root cause of issue
    • Ensure fix and resolution has been implemented and Customer has been contacted if needed
    • From determined root cause determine actions needed to prevent recurrence of issue
    • Meet issue closure timelines
    • Based on FDA documentation requirements, complete Medialab ticket with investigation data
    • Work with Lab Director on preventative measure recommendations and documentation as needed
    • Liaison to Customer Success, Software, and Special Operations Teams on:
      • Proper documentation of clinical complaints
      • Resolution requiring patient and/or sales operations actions
      • Preventative measures requiring patient and/or sales operations action
      • Reporting to executive leadership the following performance metrics:
        • Resolution SLA
        • Daily productivity
        • Performance data
        • Staffing metrics
        • Error data metrics for internal Curative Teams
        • Build a team of complaint investigators as needed
        • Hiring, training, development, PIP's as needed
        • Create process manuals
        • Create training program
        • Work adhering to US regulatory and Quality System requirements (21 CFR 820, etc).
        • This position assumes and performs other duties as assigned.QUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
          • Experience in Root Cause Analysis process
          • Building and Leadership of a team
          • Experience in Laboratory Operations
          • Experience with reporting metrics to leadership teams
          • Level of excellence in the following skills
            • Attention to detail
            • Executive communication both oral and written
            • Logical thinking
            • Experience with Google Docs
            • Experience with Medialab
            • Experience with MS Office SuiteEDUCATION and/or EXPERIENCE
              • Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
              • Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.WORK ENVIRONMENT
                • On-site call center office environment AND/OR
                • Have quiet place, secure, and with no distractions to perform duties for work from home
                • Must have password protected internet access - stipend will be provided
                • Stable internet connection
                • Work location be secure and private to maintain HIPAA compliance for work from home
                • Office equipment will be supplied including: PC, monitor, keyboard, mouse, headsetLocation: Curative, 430 S. Cataract Ave, San Dimas, CA 91773About us
                  Curative is a leader in on-demand public health service programs and healthcare delivery infrastructure. From rapid, mass COVID-19 testing sites to mobile vaccination sites, Curative partners with communities to strengthen public health services with turn-key programs, easy-to-access experiences, and scalable infrastructure, keeping people everywhere safe, healthy, and informed.Co-founded by CEO Fred Turner and powered by a team of world-leading doctors, scientists, engineers, and health industry experts, Curative began focusing on COVID-19 testing in early March 2020 upon realizing the urgent need to scale COVID-19 test production in the United States. With a network of over 15,000 sites across over 20 states and three CLIA-certified, high-complexity laboratories, Curative and its managed medical entities have provided millions of COVID-19 tests and COVID-19 vaccines.Beyond COVID-19, Curative is using its unique healthcare delivery expertise to reimagine the way we deliver and experience healthcare in America. We're working on creating an entirely new, vertically integrated healthcare offering that will improve individual and community health while utilizing society's limited healthcare resources more effectively and efficiently. For more details on Curative, please visit curative.com and follow on Facebook, Instagram, and Twitter.Safety
                  At Curative, your safety is our priority. Our working environments comply with current CDC recommendations. Curative provides personal protective equipment (PPE), including breathable medical coveralls, face shields, N95 masks, and gloves. You will never touch anyone coming for a test but you may be interacting with them.As a company that focuses on ending the COVID-19 pandemic, we have a responsibility to ensure the safety of our staff and communities. We require that all Curative employees and third-party contractors show proof of vaccination against COVID-19 within two weeks of their start date.Curative Inc. is an Equal Employment Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please contact us with any questions or comments about your personal information, our third-party disclosure practices, or your consent choices by writing us at:Curative attn Privacy officer
                  430 S Cataract Ave
                  San Dimas, CA 91773

Keywords: Curative Inc., Los Angeles , Senior Manager Complaint Investigations in San Dimas, CA, Executive , San Dimas, California

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