Hybrid Medical Complaint Intake Analyst

Job Description

The Complaint Analyst evaluates post-market data from the field to determine whether contacts qualify as formal complaints and ensures they are handled in compliance with regulatory requirements. This role involves reviewing information from multiple systems, opening and maintaining complaint records, and supporting quality remediation and continuous improvement efforts within the Regulatory Compliance department. The position is a 6‑month temporary assignment, with the possibility of extension based on business needs, and follows a hybrid work schedule based in Lebanon, TN.

• Review daily entries in the call log and assess whether each entry meets the definition of an alleged complaint.
• Open and maintain complaint records in the complaint management system based on call log reviews and other post‑market data sources.
• Ensure complaint handling activities align with regulatory requirements and internal procedures.
• Analyze data from Qualtrics and other post‑market surveillance systems to identify potential complaints and trends.
• Train Customer Experience team members on proper data entry procedures to support accurate complaint determinations and documentation.
• Collaborate closely with other complaint analysts and investigators to provide administrative and analytical support for complaint cases.
• Participate in daily management meetings and present or report key complaint metrics as requested by senior leadership.
• Support quality remediation efforts by helping to review, correct, and update complaint records and related documentation.
• Contribute to continuous improvement initiatives related to complaint handling, record remediation, and post‑market surveillance processes.
• Apply strong reading comprehension and critical thinking skills to interpret complex information and make sound complaint classification decisions.
• Use Microsoft Office tools, especially Excel, to track, analyze, and report complaint data accurately and efficiently.
• Maintain organized records, manage multiple tasks simultaneously, and meet deadlines in a structured, team‑oriented environment.

• Associate degree or higher.
• Strong computer proficiency, including Microsoft Excel and the full Microsoft Office suite.
• 2 years of data entry experience, including extensive use of Excel.
• Fast and accurate typing skills.
• Strong reading comprehension skills.
• Strong command of written and spoken English.
• Strong communication skills, including the ability to explain processes clearly to team members.
• High level of attention to detail and accuracy in data entry and documentation.
• Critical thinking and decision‑making skills for evaluating potential complaints.
• Ability to stay organized and manage multiple tasks in a structured, process‑driven environment.
• Comfort using Microsoft Office and learning new systems quickly.

• Experience handling medical device complaints.
• Experience with complaint handling, complaint analysis, and complaint management.
• Experience with complaint processing and record remediation.
• Prior recall or complaint investigation experience.
• Familiarity with regulatory environments and FDA reporting.
• Knowledge of medical device industry practices and terminology.
• Experience supporting remediation activities in a regulated environment.
• Spanish language skills are a plus.
• Willingness to learn and grow in a structured, team‑oriented environment.
• Ability to work effectively with cross‑functional teams, including Customer Experience and quality teams.

This role is based in Lebanon, TN and follows a standard Monday‑Friday business schedule, typically 8:00AM to 5:00PM. The position operates in a hybrid model, with approximately 2‑3 days per week onsite and the remaining time working from home. There is flexibility in which days are remote, and many team members work from home on Fridays when production does not run.

During the initial period, more frequent onsite presence is important to learn processes, systems, and workflows and to ask questions in real time. The work environment is structured and team‑oriented, with regular daily management meetings and collaboration…