Medical Information Contact Center Associate (MICC)

Before reading the job post, we encourage you to watch this video about our company. It gives you an inside look at how we started, the team and culture that made us successful, and where we're going. It's easy to read a job post and apply, but people often wonder about the culture and whether they would fit in. If you want to call Harrow your home and genuinely want to be part of a family and something big, then we encourage you to click this link and get to know us. Who is Harrow? Harrow (Nasdaq: HROW) is a leading provider of ophthalmic disease management solutions in North America. Harrow is an incredible entrepreneurial company – where we celebrate the ability of every member of the Harrow Family to be the CEO of their job. Harrow’s values have driven interest over the past decade in attracting high-performing professionals in a variety of disciplines. Members of our Harrow Family often express their pride in being a part of our commitment to (1) innovation, (2) patient access to affordable medicines, and (3) our track record of having never turned down an ophthalmologist doing mission work around the world – providing free medicines in support of mission work aimed at giving or maintaining the gift of sight to those most in need . We encourage you to learn more about Harrow and its unique culture to see if you’re the right person to help contribute as we build a truly exceptional company, one we are all so proud of! Harrow’s ophthalmic pharmaceutical portfolio is one of the most comprehensive in the industry, including: An expanding Retina Portfolio including IHEEZO ® , TRIESENCE ® , BYOOVIZ TM , and OPUVIZ TM A broad Dry Eye Disease product line , led by VEVYE ® and bolstered by well-known adjacent ocular surface disease products such as FLAREX ® and FRESHKOTE ® A peri-operative Surgical product line , led by TRIESENCE ® , and BYQLOVI TM A Rare and Specialty product line , which includes various high-need and utility products such as ILEVRO ® , NATACYN ® , and VERKAZIA ® A robust internal development pipeline with multiple late-stage candidates, including MELT-300, MELT-210, H-N08, and CR-01 Position Summary The Medical Information Contact Center (MICC) is Harrow’s centralized intake and communication hub for handling medical inquiries (MIs), adverse event (AE) reports, and product quality complaints (PQCs) for Harrow’s ophthalmic products. As the first point of contact for patients, healthcare professionals (HCPs), and caregivers, the MICC ensures every interaction is received, documented, triaged, and routed in accordance with Quality Assurance (QA), Pharmacovigilance (PV), and regulatory requirements to safeguard patient safety and support timely follow-up. Reporting to the MICC Supervisor, the MICC Coordinator provides administrative and intake support for QA and PV activities—receiving, documenting, and routing MIs, AE reports, and PQCs accurately, timely, and compliantly. The role also supports follow-up activities, product replacement coordination, recall-related customer communication, and the maintenance of QA and PV documentation and trackers. Core Responsibilities Receive and respond to inbound calls and emails from patients, HCPs, and other reporters; log and follow up on Medical Inquiries (MIs), providing accurate, approved responses using standardized scripts and reference materials, and routing inquiries that require additional clinical or scientific input to Medical Information or other designated staff. Document inquiries, adverse events, and product quality complaints accurately in the MICC system using standardized forms, intake templates, and approved workflows. Perform basic triage and ensure MIs, AE reports, and PQCs are routed to designated QA, PV, and Medical Information staff within required timeframes, following approved talking points and communication protocols for compliance and message consistency. Conduct follow-up communication with reporters via phone and email to obtain missing case information, request supporting documentation (e.g., lot numbers, proof of purchase, photos of affected product), and provide case status updates. Coordinate product replacement requests, including initiating replacement orders, tracking shipments, and confirming receipt, while ensuring proper documentation in the MICC system. Maintain and update QA and PV documentation, trackers, and case logs—including data entry, record keeping, and preparation of routine reports—to ensure data integrity, completeness, and audit readiness. Collaborate with QA, PV, Medical Information, Customer Service, and Compliance teams to ensure timely case resolution and escalate issues that require additional review. Protect patient privacy and confidentiality at all times, handling personal health information (PHI) in accordance with HIPAA, internal SOPs, and applicable regulatory requirements. Engage in ongoing training on Harrow product knowledge, QA/PV regulatory procedures, adverse event reporting requirements, and complaint-handling standards. Qualifications & Requirements High school diploma or GED preferred; associate’s degree or relevant coursework is a plus. 1–2 years of experience in customer service or a call center environment preferred. Strong verbal and written communication skills in English. Ability to manage confidential information with discretion. Proficiency in Microsoft Office preferred; ability to learn QA/PV systems (e.g., MICC). Detail-oriented, organized, and able to follow procedures accurately. Willingness to grow knowledge of QA/pharmacovigilance principles and compliance expectations. Position Type Remote Travel Occasional travel up to 10%; must be able to travel independently as a Harrow Eye, LLC representative.