Site Services Supervisor

Job Title: Site Services Supervisor

Location: Ireland, Dublin

ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.

With our patients at the centre of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.

Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.

The Role:

To prioritize day-to-day Site Services responsibilities pertaining to Lab Results issues from

Clinical studies.

To supervise documentation of all communications through ICOLIMS system. To train Client Services staff on all Site Services tasks.

To supervise, all of the above, for accurate and efficient responses to client inquiries in an accurate and timely manner in accordance with Good Clinical Practice and company SOP's.

• As a Manager, the employee is expected to recognize the importance of and create a culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.
• Provide technical support via phone and email to Investigator Sites, CRA and Sponsors on questions or issues pertaining to protocol requirements including collection instructions, shipping, supplies and testing in call center environment.
• Investigate problems related to patient visits by sending queries to Sites I CRAs and performing the necessary database updates upon receipt of responses to queries Investigate problems related to subject visits, until resolution is complete, by issuing outgoing queries, addressing incoming queries/answers from sites as well as responding to internal queries. Once resolved these issues must be documented and the necessary data base updates must be made.
• Provide support to sites and CRAs and monitor performance of ICON's site portal, iSite
• Fulfill phone and email requests from Sites and CRAs in a timely manner, e.g. requests pertaining to lab reports, supplies orders, emergency supplies, courier requests including investigating courier delays and arranging emergency couriers, etc.
• Notify Sponsor designated parties, to include investigators, CRA and Sponsors, of Lab values as specified per protocol. These include lab panics, lab alerts, exclusions and toxicity levels and abnormal results.
• Review daily error and trend reports for actionable items.
• Perform database updates pertaining to patient subject or visit information and investigator/CAA contact details.
• Notify the laboratory of STAT requests.
• Send courier related queries or issues to the Logistics team and inform the Project Manager of such issues
• Escalate issues to senior team members I Project Managers.
• Supervise Site Services team members and prioritize Site Services day to day tasks.
• Maintain attendance records for team members.
• Provide regular input on employee performance including annual evaluation.
• Provide assistance in training of new Client Services employees, and review and update ICON's training software for Site Services team members.
• Act as liaison for intra and interdepartmental queries.
• Review and take action upon complaints from sites, CRAs and sponsors; inform Project Manager and line manager.
• Assist in the update of Site Services SOP's documents.
• Collect and evaluate day to day Site Services metrics on a department and individual Site Service Specialist level.
• Any other relevant tasks assigned by management.
• Evaluate and analyze issues or questions to and from Investigator Sites, CRA and Sponsors as well as queries from internal customers.
• Review reports and provide summaries of metrics to Client Services Management

What you will need:

• Bachelor degree in a Science related field
• US- Minimum 3 years of relevant experience
• Knowledge of MS Outlook
• Knowledge of Call Center
• Basic Laboratory knowledge

Benefits of Working in ICON:

Our success depends on the knowledge, capabilities and quality of our people. That's why we are committed to developing our employees in a continuous learning culture -one where we challenge you with engaging work and where every experience adds to your professional development.

At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises not only an excellent level of base pay, but also a wide range of variable pay and recognition programs. In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career -both now, and into the future.

ICON, including subsidiaries, is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.

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