[Hiring] Medical Quality Complaint Management Specialist @Siemens Healthineers

Role Description

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.

• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• 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