Reporting to the Agent Operations and Quality Management Director, the Medical Accuracy Reviewer is responsible for ensuring the quality and medical accuracy of customer interactions and related documentation before information is finalized or delivered.
Working within established guidelines and approved reference materials, this position reviews transcripts for medical accuracy, performs quality assurance evaluations, prepares written summary reports, and identifies situations requiring escalation. The role works collaboratively with cross-functional teams while maintaining strict quality standards, confidentiality, and compliance requirements.
Success in this role requires excellent analytical skills, strong reading comprehension, exceptional written communication, sound judgment, and the ability to consistently apply medical guidance in a fast-paced remote environment.
CORE RESPONSIBILITIES
- Review transcripts and written customer interactions for medical accuracy, completeness, and consistency.
- Verify information using approved medical reference materials and documented procedures.
- Perform quality assurance reviews on completed transcript evaluations.
- Prepare clear, concise, and accurate written summary reports at the end of each shift.
- Identify inconsistencies, potential risks, or medically significant information requiring escalation.
- Escalate issues according to established company procedures.
- Apply established guidelines consistently while maintaining productivity and quality expectations.
- Maintain confidentiality of sensitive information and follow all company policies.
- Accurately document review findings and maintain required records.
- Collaborate with internal teams to support continuous quality improvement.
REQUIRED EXPERIENCE & QUALIFICATIONS
- Minimum 18 years of age.
- Two to three years of experience in healthcare, pharmacovigilance, medical affairs, pharmacy, nursing, clinical support, or a related medical field.
- Strong understanding of medical terminology and the ability to accurately interpret medical documentation and reference materials.
- Ability to understand and apply medication-related information, including dosing instructions, administration guidance, storage requirements, contraindications, precautions, drug interactions, and potential side effects.
- Excellent written communication skills with strong grammar, spelling, punctuation, and professional writing ability.
- Strong reading comprehension and attention to detail.
- Ability to make consistent decisions while following established procedures and guidelines.
- Strong keyboarding and computer navigation skills.
- Ability to work across multiple software applications simultaneously.
- Ability to work independently in a remote environment while maintaining productivity and quality standards.
- Demonstrated professionalism, discretion, and sound judgment.
STRONGLY PREFERRED
- Pharmacovigilance, Drug Safety, or Medical Affairs experience.
- Physicians, Nurses, Pharmacists, Pharmacy Technicians, or other healthcare professionals are encouraged to apply (current licensure not required).
- Previous online moderation, engagement, or digital customer service experience.
- Previous work-from-home experience.
- Experience with social media management or engagement platforms such as LiveWorld, Salesforce, Sprinklr, Khoros, or similar systems.
- Experience supporting pharmaceutical or healthcare organizations.
- Fluency in one or more additional languages.
EDUCATION
- College degree preferred.
- Equivalent combination of education and relevant healthcare experience will be considered.
ADDITIONAL REQUIREMENTS
- Reliable high-speed internet connection.
- Reliable telephone access (landline preferred during training).
- Quiet, secure home office environment.
- Desktop or laptop computer required. Tablets and mobile devices are not suitable for this position.
- Ability to work scheduled shifts independently in a remote environment.
LANGUAGE FLUENCY REQUIREMENTS
- All applicants must be fluent in English.
- Some positions require fluency in one or more additional languages.
- Language fluency testing and writing assessments are required for all hourly positions.
- LiveWorld defines fluency as native or near-native proficiency in reading, writing, and speaking.
- Current recruiting languages: English, French, Italian and Japanese.
JOB BENEFITS
- Work from home
- Flexible scheduling
- Dynamic and collaborative remote work environment
- Opportunity to learn new skills and further develop existing expertise
- Opportunity to support leading healthcare and non-healthcare brands
- Exposure to regulated healthcare communications and digital engagement
