Representative, Adverse Events

Recruiter: Alma Martinez

The Adverse Events (AE) Representative will work in a cross-functional capacity to support Herbalife's Adverse Event Reporting System. The AE Representative will be responsible for collecting, organizing and submitting adverse events received primarily by phone to the AE database principally for reports from the United States, Canada, Mexico, or South/Central America. The AE Representative will maintain all documentation related to adverse events which include health records, database information, and consumer communications, interdepartmental requests such as quality chain investigations or questions and product retrieval. The AE Representative will also follow-up with consumer product health-related questions as necessary. 

Responsibilities
•   Collection of consumer’s personal health data relative to reported product use primarily for cases from the United States and Canada
•   Phone triage of adverse events in either English or Spanish in accordance with established protocol/guidelines principally for cases from the United States and Canada
•   Provide a detailed narrative of the conversation between the consumer and/or reporter and the Herbalife representative which captures all the aspects of the consumer's experience to aid the medical assessment process
•   Identify symptoms, concomitant medications, products and all other relevant medical information to ensure complete information is gathered for documentation.
•   Communicate all interdepartmental requests to appropriate recipients and per standard protocols/guidelines
•    Provide live phone coverage as necessary to support team operations and ensure timely response to consumer inquiries
•    Participate in cross-training initiatives with the Product Quality team to enhance collaboration and operational flexibility
•    Perform other duties as assigned or required to support departmental and organizational goals

Skills:

•   Basic keyboarding skills with a minimum typing speed of 40 words per minute
•   Familiarity with personal and mainframe computers and their applications
•   Excellent verbal and written communication and organizational skills
•   Demonstrated customer service skills with excellent empathy skill to defuse potentially hostile situations
•   Team player and the ability to effectively communicate with all levels of staff and management
•   Detailed oriented, self motivated
•   Ability to sort, prioritize and manage high workload and critical issues
•   Ability to maintain confidentiality and utilization of problem-solving skills

Experience:

•   1 year work customer service or medical office experience in health-, food, or nutrition-related industry 
•   Basic proficiency in medical terminology or 1+ year experience with ICD-10 coding
•   Proficient in MS Office (Word, Excel, PowerPoint) and Adobe
•   Experience using database software applications for customer service management or clinical care management
 

Education:

•   Bachelor's degree in Health Sciences or a related field (e.g., Medicine, Psychology, Nutrition).
•   Bilingual English-Spanish (reading, writing, speaking)

Preferred Qualifications:
•   Knowledge of MedDRA or Argus systems
•   Medical Assistant or nurse with phone triage experience 

For internal candidates only: 
•   Average Daily Shake score of at least 90% (only for call center)