Global Patient Care PRI Escalation & Case Monitoring Specialist

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

Global Patient Care PRI Escalation & Case Monitoring Specialist

The Opportunity:

The Global Patient Care PRI Escalation & Case Monitoring Specialist plays a vital role, ensuring the complaints that are most critical for Roche are duly handled and being the safety net of Global Patient Care in terms of quality of documentation, which is crucial to ensure the business continuity. This role is suitable for candidates with the right skills, experience and mindset, who share the Roche values and make an active contribution to achieve our vision.

Within this role, your responsibilities will fall into these main areas:

• Check all PRIs identified by the Global Patient Care Organization to ensure the information provided is complete, the documentation requirements are fulfilled and the escalation takes place within the established time limits

• Ensure compliance with the quality guidelines and with the specifications of all PRI escalations as part of a self-controlling team by checking PRIs according to a 4-eyes principle

• Contribute to improving the service quality of the Global Patient Care Organization by conducting quality controls and providing feedback and training

• Identify opportunities to improve the service quality within the Global Patient Care Organization, develop and implement control and training mechanisms in coordination with all interfaces and adapt them to the changing framework conditions after consultation

Who You Are:

• Fluent command of English is a must, any other language is a plus

• In-depth knowledge of Roche products and systems and demonstrated experience customer care

• At least 5 years of experience in complaint handling, processing PRIs and performing quality assurance activities, with appropriate training and further education

• An academic degree or comparable education, ideally in the field of medical technology or quality control, would be a plus

• Sound knowledge of the internal quality guidelines (MQMS)

• Role model in IT navigation skills, fast learner in new technologies

• Engagement with our organization and with the iPDM transformation journey

• Empathic, solution-oriented and team-oriented approach; ability to work quickly and efficiently

• Works with autonomy and flexibility, always with a team work attitude, a person who contributes with a positive spirit to a pleasant working environment

• Excellent analytical skills, multi-tasking, agile skills and flexible to adapt to changes

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.