MQ (Medical Quality) Complaint Management Specialist - Remote

Job description

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions. The MQ Complaint Management Specialist is responsible for reviewing escalated complaint files to ensure all required information is complete, accurate, and documented appropriately. When information is missing or requires clarification, this position will work directly with the complainant, complaint preparer, field personnel, and other internal stakeholders to collect and document the necessary details. This role will also collect and analyze data, create reports and visualizations, support employee training, and complete special research and verification projects as requested. The MQ Complaint Management Specialist serves as a key resource for MQ-related processes and supports the continued implementation, testing, and validation of all programs involved. This position works closely with Field Service, Technical Support, Quality, and other cross-functional partners to maintain accurate complaint records, support compliance, and ensure MQ tickets are addressed promptly. Key Responsibilities: Serve as a subject matter expert for MQ-related processes, workflows, systems, and requirements. Review escalated complaint files for completeness, accuracy, and compliance with established procedures. Identify missing or incomplete information and contact the complainant, complaint preparer, field personnel, or other appropriate stakeholders to obtain the required details. Accurately document collected information within the applicable complaint-management systems. Independently pull and monitor MQ reports each morning and midday. Track all new and open MQ tickets to ensure they are reviewed, updated, and addressed promptly. Manage a high-volume workload with volume expected to continue growing. Maintain accurate and consistent documentation to keep workflows efficient and on schedule. Collect, organize, verify, and analyze MQ-related data. Perform special research, data-gathering, and verification projects as requested. Identify documentation gaps, process concerns, or potential risks and escalate them to the appropriate stakeholders. Support field personnel by helping ensure their complaint documentation is accurate, timely, and aligned with established requirements. Maintain confidentiality and follow all applicable quality, regulatory, and data-management requirements. Lead MQ process training for new hires. Provide team-wide training when processes, procedures, requirements, or systems are updated. Support and maintain training materials, process guidance, and reference documentation. Perform ongoing checks and balances to verify adherence to established procedures. Provide coaching and clarification when process or documentation concerns are identified. Maintain comprehensive knowledge of MQ process updates, changes, and implementations. Promote knowledge sharing, consistency, accountability, and continuous improvement across the team. Your qualifications and experience: You have experience reviewing detailed records, complaint files, quality documentation, or similar case-management information. You demonstrate exceptional attention to detail and a commitment to complete and accurate documentation. You can independently manage a high-volume workload while meeting deadlines and maintaining quality. You have strong written and verbal communication skills and can professionally obtain information from a variety of stakeholders. You can quickly learn and effectively use multiple software applications, systems, and workflows. You have intermediate-level proficiency with Microsoft Office, including Excel, Word, PowerPoint, and Outlook. You have experience collecting, organizing, verifying, and analyzing data. You have demonstrated success working collaboratively within diverse and cross-functional teams. Experience with SAP is required. 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 preferred. Skills & capabilities: You work in a structured and independent manner with a high degree of accuracy, accountability, and personal responsibility. You demonstrate reliability, punctuality, and a strong work ethic. You are detail-oriented and consistently follow through on open items. You have strong organizational and time-management skills and can effectively prioritize competing responsibilities. You are comfortable contacting stakeholders to obtain missing information and resolve documentation concerns. You communicate clearly and professionally, both verbally and in writing. You demonstrate a positive attitude and a collaborative, team-oriented approach. You can identify process gaps, evaluate information, and determine the appropriate next steps. You adapt quickly to changing processes, requirements, and technology. You bring a passion for healthcare and want to shape it further with us in the future. Who we are: We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways. How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably. To find out more about Siemens Healthineers businesses, please visit our company page here. The base pay range for this position is: $65,220 - $89,683 Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate. If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance. The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time. Equal Employment Opportunity Statement: Siemens Healthineers is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law. EEO is the Law: Applicants and employees are protected under Federal law from