Patient Services Manager - UK or US based

Patient Services Manager

UK – Milton Park, Marlow or US - Home or Office based

ICON Plc is a leading Clinical Research Organisation headquartered in Leopardstown, Dublin 18. Founded in Dublin in 1990 with a team of 5, ICON Plc now employs over 13,000 people in 38 countries.

The role: 

• You will be responsible for the operational set-up, management and implementation of global Patient Services projects in the Patient Engagement group, including but not limited to patient travel management, translation services and patient reimbursement as part of their participation in clinical studies.
• Oversight of delivery of all Patient Services projects.
• Lead internal Patient Engagement and external resources to ensure timelines, budgets, quality and regulatory requirements for each project are adhered to.
• Will be responsible for leading the set-up of global Patient Services offerings including the creation and implementation of processes. and oversight of project delivery 

In Addition: 

• Lead the operational set up, process and service creation of Patient Services projects globally, in collaboration with the Patient Engagement Director.
• Lead the implementation and execution of awarded Patient Services projects, as defined in the scope of work.
• Provide strategic support and act as a technical expert on all aspects of Patient Services to internal teams and Sponsors.
• May act as the 'Project Manager' for standalone Patient Engagement work
• Provide oversight to global Patient Services projects and be able to adapt depending on the cultural and regulatory acceptance in each country.
• Attendance at kick-off meetings, internal and Sponsor project meetings as required to input and optimize the approach
• Responsible for project finance, including the tracking of budget vs actual spend. Responsible for project revenue recognition reporting to finance.
• Responsible for the management of change in scope activities, including budget amendments.
• Management and oversight of any vendors and set-up of Scope of Work documents as appropriate. 
• Document appropriate metrics per project in order to measure the effectiveness of services. Develop lessons learned and case studies for each project.
• Deliver high quality standards and strive for excellence; act in a proactive, flexible and responsive manner to both internal and external customer needs
• Undertake other reasonably related duties as may be assigned from time to time
• Development of collaborative partnerships with sponsors, internal stakeholders and vendors alike.
• Recognize, exemplify and adhere to ICON's values which center around commitment to People, Customers and Performance.
• Contribute to the development of Patient Engagement SOPs and Business Processes.
• Embrace and contribute to ICON's culture of process improvement with a focus on developing and embedding Patient Engagement processes adding value to our business and meeting client needs.
• Travel (approximately 10%) domestic and/or international. 

Qualifications:

• Demonstrated experience in project management, organization, process development
• 3-5 years in CRO/Pharma
• Preferred experience in patient travel management
• Expertise in/understanding of applicable regulatory and ethical considerations

Benefits of Working in ICON

ICON enjoys a strong reputation for quality and is focused on staff development.  We make it our mission to attract the most diverse and creative minds into the business and we continually strive to provide opportunities for our people to excel, grow and build a great career.  We understand that our greatest asset is the skills and talents of our people and they are truly what set us apart.   Other than working with a great team of smart and energetic people, we also offer a very competitive benefits package.  This varies from country to country so a dedicated recruiter will discuss this with you at interview stage. We care about our people as they are the key to our success. We provide an open and friendly work environment where we empower people and provide them with opportunities to develop their long term career.