Investigator Services Assistant
About the position Responsibilities • Provides support to most business units within the organization. • Works closely with investigator sites regarding data discrepancies and general study questions. • Supports the overall performance, education, and escalation of study questions or data discrepancies of the sites on a study level. • Ensures execution of protocols are completed accurately and on time. • Resolves issues that arise during specimen accessioning to ensure specimen logging is accurate. • Uses tools provided to answer questions and ensure clean data at the earliest point in time. • Places calls to the investigator sites delivery sponsor alerts, voice alert values, and any other critical values. • Acts as the point of contact for sites and monitors through email or phone. • Monitors, tracks, manages, and ensures resolution of all complaints, discrepancies, concerns, and escalates to management/appropriate department. • Ensures that the sites are communicated to regarding aspects of the protocol relating to the department. • Provides guidance on pre-analytical aspects of the study to ensure smooth flow of data to and from the site. • Triages calls where necessary to appropriate individual/departments and follows through to resolution. • Continually reviews exceptions to resolve so that the data is cleaned within the agreed timelines. • Resolves queries to ensure efficient and timely sample analysis is undertaken by the laboratory. • Notifies the sites and all necessary contacts of all relevant critical/voice alert values/study specific requirements. • Monitors and escalates site issues through the appropriate departments/people to resolve and report as soon as possible. • Ensures that all site issues are communicated and followed up to resolution. • Reviews site performance metrics to educate where needed or to report back to monitor or sponsor. • Follows the specifications and scope of work to evaluate requests for any additional tests to be added to a sample. • Facilitates requests to the appropriate person and informs the investigator site of the results or reasoning not to proceed. • Coordinates and resolves issues with samples and requisition forms at time of accessioning. • Amends patient information supplied by sponsors, project managers or investigator site into site database. • Attends study meetings to discuss risk assessment for the department and reports back to the team about requirements. • Works with study PM team on the creation of the requisition forms to ensure visit and study collection requirements are captured. Requirements • High / Secondary school diploma or equivalent and relevant formal academic / vocational qualification. • Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 2 years). • Accurate data entry skills with intermediate computer skills including a variety of computer software developed both in-house and Microsoft Office. • Strong analytical, interpersonal, and time management skills. • Strong client and phone service skills. • Basic knowledge of Good Clinical Practices and department principles such as pre-analytical technique, analytical and post-analytical influences on specimens and results. • Excellent verbal/written communications and customer service skills in the English language - additional languages are an advantage. • Critical thinking and problem-solving skills to support quality decision making. • Ability to work in a collaborative team environment. • Ability to multitask and perform successfully under pressure while prioritizing and handling multiple projects or activities. Nice-to-haves • Additional languages are an advantage. Benefits • Voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. • Access to a retirement savings plan. • Service bonus and holiday pay plans (earn up to eight paid holidays per benefit year). • Transit spending account. • Paid sick leave under the applicable state or local plan. Apply tot his job