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Role Description
The Clinician Services Engagement Associate plays a pivotal role in managing communication and coordination between clinical research sites and internal stakeholders to ensure the successful preparation and completion of clinical assessments, in alignment with the project-specific scope of work. This position requires regular interaction via calls and emails to support sites, deliver training, and address inquiries. The successful candidate will provide high-quality customer service while ensuring all assessment-related activities are completed on time and in accordance with client expectations.
- Collaborate with external customers, such as clinical research sites, and internal teams, including Clinical Science and Clinician Services, through calls and emails to ensure successful delivery of services as outlined in the clinical assessment scope of work.
- Ensure the Company standards and expectations in the Clinician Services are met and adhered to as measured by visit availability, wait times, clinician utilization, and safety reporting compliance.
- Manage multiple clinical trials simultaneously while ensuring that assessments are scheduled, initiated, and completed following the study protocol requirements and design.
- Provide study administrative support such as data entry, report generation, and database management.
- Develop and maintain positive relationships with study participants, healthcare professionals, and other stakeholders.
- Provide basic technical support for hardware, software, and network issues to sites, as needed.
- May develop project-specific manuals for the Assessment Solutions team as outlined in the study scope of work to ensure contracted services are clearly outlined as required.
- Independently investigate, resolve, and/or escalate issues to the appropriate internal team members.
- Assist with the onboarding of new clinical research sites by helping with tasks such as site training, testing of equipment, and mock assessments.
- Monitor query notification and resolution process with sites to ensure and protect data integrity.
- Monitor reports to track subject visits and ensure compliance with risk reporting processes.
- Review protocols to support custom report generation for monitoring and tracking of data captured in the clinical eCOA system.
- Develop and implement new strategies to mitigate any risk that could lead to study protocol deviation.
- Monitor for the alerting of Investigators/Sites, Clients, and the Clinical Science team and designated personnel when a patient risk has been reported and ensure that the risk has been acknowledged by both the Investigator/Site and Client.
- May assist with the development of site-facing IR documents as well as internal project plans specific to the Assessment Solutions services provided as detailed in the project scope of work.
Qualifications
- At least 2 years of previous clinical research trial or related experience.
- Experience working directly with sponsors and sites with a proven record of successfully managing clinical assessment-related projects and a comfort level supporting stakeholders via phone calls.
- Experience working with psychiatric (e.g. depression, anxiety) indications is a plus.
- Must possess basic knowledge of the clinical trial process, GCPs, FDA regulations, and related clinical terminology.
- Knowledge of IRB regulations is a plus.
- Proficient in using office management software with the ability to manage databases, generate reports, and analyze data.
- Experience with an eCOA platform is a plus.
- Technical skills and ability to troubleshoot hardware, software, and network issues.
- Ability to work independently and cross-functionally in a fast-paced environment and support multiple projects concurrently.
- Excellent organizational, prioritization, and time management skills.
- Excellent communication and problem-solving skills.
Benefits
- Private health insurance
- Engaging employee programs
- Flexible work schedules
- Attractive PTO plan
- Flex workspace
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