Position Summary Statement The Adverse Events (AE) Representative will work in a cross-functional capacity to support Herbalife's Adverse Event Reporting System. The AE Representative will collect, organise, and submit 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 includes health records, database information, consumer communications, and 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. Overview Recruiter: Alma Martinez Responsibilities and Duties Collect consumer’s personal health data relative to reported product use primarily for cases from the United States and Canada Triage adverse events by phone in either English or Spanish, following established protocol/guidelines Provide a detailed narrative of the conversation between the consumer and/or reporter and Herbalife that captures all 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 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 Qualifications Required Qualifications 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 organisational skills Demonstrated customer service skills with excellent empathy to defuse potentially hostile situations Team player able to effectively communicate with all levels of staff and management Detail oriented, self-motivated Ability to sort, prioritise and manage high workload and critical issues Ability to maintain confidentiality and utilise problem-solving skills Experience 1 year of work in 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 or technical degree in health sciences or related field Bilingual 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 centre) #J-18808-Ljbffr