Project Coordinator, Clinical Outcomes Assessment

• Summary

To provide to customers (Pharmaceutical companies, e-vendors and Academics from scientific community) information and research of COAs (Clinical Outcomes Assessment) ranging from acceptance, reformulation and orientation of requests, registering these, searching for the relevant information in given timeline and utilizing various sources.

To provide thorough investigation and detailed information back to the customer based upon information gathered during research process in an adequate manner (in writing and orally) using standard tools and quality processes to and with an appropriate client facing attitude.

To collect, organize/clean and capitalize/update information on the existing translations on the most commonly requested instruments in the associated tools (PROFILE, PROQOLID and network) + reporting

§  Responsibilities and Accountabilities

The primary responsibilities of this job include:

§  Management of information requests via ePROVIDE™ platform or e-mail or phone:

o   Receipt of clients requests (phone, email, ePROVIDE™)

o   Communicate with client to obtain all relevant information regarding the request and ensure client needs are met and issues resolved

o   Complete analysis and information search of the clients request (simple/complex) according to quality standards, procedures and tools available, utilizing various methodologies including but not limited internal tools, networks, web, document files, email

o   Communicate with external companies as e-vendors or authors of questionnaires to obtain accurate information

o   Response to the client in given timeline and provide follow-up of his request

o   Coordinate with colleagues in other departments to ensure timelines and information are accurate about the client, and clear concise and timely project instructions throughout the production process

o   Ensure client’s satisfaction

o   Ensure the administrative follow-up of requests from launch to the drafting and follow-up of invoices, cost, and budgetary follow-up, as well as tracking work time and all relevant information in the system ePROVIDE™

o   Coordinate with Accounting department to ensure proper processing of invoices and payment

o   Capitalization of the information in the appropriate tools

o   Be able to describe to clients company products and services in an effort to maintain and expand the current and prospective client base

§  Collect the following information on the existing translations of a questionnaire:

o   language/country/methodology/vendor + study number

o   original specificities (official original (AU) vs trial specific original version (TS)

o   Liaise with Mapi Language Services or the authors of the questionnaire if needed

o   Report the information found in PROFILE (creation of the missing sheets / update the existing sheets if needed / upload the translations)

o   Update/Create corresponding translation certificate

o   Clean the translations files (harmonize file name/copyright notice) if needed

o   Update list of languages in PROQOLID

o   Upload the translations for distribution to academics (if possible) in PROQOLID

o   Clean / organize the questionnaire folder on the internal network

o   Reporting (completion of a dedicated timesheet)

§   Participation in meeting with clients on operational topics (by conference call or face to face meeting)

§  Participation in the improvement of the Quality Assurance System

§  Participation in the continuous improvement of the Information Support processes

§  Participation in training program for new Customer Relations Specialist

§  Completing other appropriate duties, as assigned by the manager, which require similar skills in accordance with business needs and common sense

§  

§ Knowledge/Skills/Attributes:

-         Excellent customer service skills, including ability to communicate clearly with clients and resolve customer issues or complaints.

-         Excellent ability to qualify and formulate the client need and requirement.

-         Fluency in English.

-         Ability to search, find, analyze, interpret, summarize, and compile data from various research sources.

-         Ability to prioritize and organize multiple simultaneous tasks to ensure timely and accurate completion. Requires effective use of organizational and time management skills.

-         Ability to work with minimal supervision and demonstrate appropriate initiative when making decisions and problem-solving. Demonstrate flexibility and an open minded approach to task completion.

-         Ability to present information effectively, clearly, and concisely both orally and in writing.

-         Ability to carry out instructions furnished in written or oral form, with attention to detail, and to work with minimum supervision.

-         Ability to understand, apply, and use personal computers and various software applications (e.g.,Word, Excel, PowerPoint, Access, Acrobat, etc.), and navigate the internet.

-         Ability to effectively work independently, as well as part of a team and with a diverse group of individuals.

-         Ability to maintain confidentiality of information regarding company financial and other information.

-         Ability to establish and maintain cooperative working relationships with others contacted in the course of work; teamwork and consensus-building skills

  What’s Next?

·         Following your application, you will be contacted by one of our dedicated recruiters and if successful we will be able to provide you with more details about this opportunity.

      ICON is an equal opportunity employer - Minorities/Females/Disabled/Veterans and committed to providing a workplace free of any discrimination or harassment.