Manager, Post Market Surveillance
Inspire Medical SystemsAbout the role
ABOUT INSPIRE MEDICAL SYSTEMS
Inspire is the first of its kind medical device designed to make a difference in the lives of those living with Obstructive Sleep Apnea (OSA). We are revolutionizing the sleep industry with our FDA-approved medical device, designed to reduce OSA severity for those who cannot tolerate or get consistent benefit from CPAP. Inspire Medical Systems is committed to enhancing patients’ lives through sleep innovation. We are steadfast in our commitment to prioritize patient outcomes, act with integrity and lead with respect. With positive persistence at our core, we are committed to all those we serve.
WHY JOIN OUR FAST-GROWING TEAM
At Inspire, we value people – your diverse experiences, backgrounds, and thoughts. We elevate voices and encourage learning opportunities to build a professional network that grows into community. We embrace a people-first culture by offering excellent benefits, 401k matching, ESPP, flexible time off (FTO), and tuition reimbursement.
If you’re passionate about making a difference in people’s lives and want to work with innovative technology, come be a part of our great team!
POSITION SUMMARY
This position must provide leadership and subject matter expertise in global complaint handling quality system requirements and regulations. This position will manage the following complaint handling processes: complaint initiation, preliminary complaint investigation, call center and investigator staffing / management and complaint handling training. This also includes process monitoring, trending and reporting. This position will work closely with cross-functional groups to ensure proper and timely processing of complaints and other support activities.
The individual for this position must be able to work well in a team environment, foster team building, proactively communicate task status, and operate with a high level of initiative, along with excellent verbal and written communication skills for effective communication with various levels of management. The individual must be comfortable working in a fast-paced and constantly changing environment.
MAIN DUTIES/RESPONSIBILITIES
- Manage the incoming complaint/product report process, the preliminary complaint investigation process and provide expertise global complaint handling requirements for finished medical devices.
- Lead a team of post market call center representatives and specialists (investigators) providing coaching, feedback and development.
- Manage staffing multiple shifts to ensure required coverage is met.
- Perform call handling and investigation activities as needed to support the team.
- Monitor and review incoming calls and documented complaints for completeness, accuracy and compliance.
- Deliver performance reporting on key quality processes and metrics to support compliance monitoring and continuous improvement initiatives.
- Perform, support, mentor, and coach team on medical device QMS requirements and best practices for achieving “best in class” performance and process throughput.
- Ensure that the quality and regulatory compliance is maintained in accordance with both Internal and external quality systems and standards.
- Recruit top candidates for post market surveillance positions and ensure new hires/contractors are properly trained.
- Manage incoming complaint and product reporting process for non-Inspire medical devices, Inspire clinical devices and non-medical software applications.
- Support medical device and vigilance reporting as requested along with returned product and complaint closure teams.
- Manage special projects along with product improvement processes at the direction of quality management.
QUALITY SYSTEM RESPONSIBILITIES
- Document product and therapy related field reports within the prescribed timelines and provide any necessary documents required to complete the investigation. Provide follow-up reporting as needed.
- Complete training requirements and competency confirmations as required fo
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