Sr Client Services Associate, eCOA
TA Business Partner
- Full Service Division
About the role
This vacancy has now expired. Please see similar roles below...
Mapi Research Trust (MRT) is a non-profit organization dedicated to improving patients' quality of life by facilitating access to Patient-Centered Outcome (PCO) information. We promote scientific approaches in the PCO field and encourages exchanges between academics, pharmaceutical companies, and international organizations around the world in the service of incorporating the patient's voice into every step of the development process of new treatments.
Within the Trust, the Client Services Team is responsible for answering clients' requests about COAs (Clinical Outcomes Assessment). Most of the work is about giving access to information about how to use COAs in a clinical trial or any other study including conditions of use, licensing process, availability of translations and delivering licenses for the use of COAs for the COAs distributed by MRT.
As more and more clients are digitalizing the COAs, we are developing our team's experience with electronic COA processes (development of guidelines, screenshots review, etc.).
We are currently accepting applications from individuals with experience working in customer service to work as part of our Client Services Team and experience in the electronic development of COAs.
As a Sr. Client Services Associate, you will provide clients with information on COAs using skills ranging from acceptance, reformulation and orientation of requests. You will be required to process a request in autonomy, searching for the relevant information in given timeline and utilizing various sources to provide detailed information back to the customer in an adequate manner (in writing and orally) using standard tools, quality processes and with an appropriate client facing attitude. You will be required to ensure clients' satisfaction by analysing their needs, offering appropriate solutions and quotes, coordinating with internal teams and with external parties (such as copyright holders, evendors).
Applicants must be able to demonstrate drive, passion, great attention to details and be comfortable managing a variety of tasks at one time.
Main responsibilities
- Leading eCOA projects (Screenshots Review, Expert Review and eLibraries projects). This includes handling the project from A to Z from proposal to delivery of certificate, including invoicing, and any other administrative tasks.
- Ensuring clients' satisfaction by analysing their needs, working with them to understand study specific ecoa designs and requirements, offering appropriate solutions and quotes. Advising sponsors on best solutions to adopt, providing technical expertise.
- Coordinating with internal teams involved in the project and with external parties (such as authors, copyright holders and eCOA vendors) to ensure eCOA study requirements and specifications are clearly understood and documented
- Identifying and resolving issues which may negatively impact operationalization of eCOA tools and the project. Escalating issues to leadership as needed.
- Developing of a new team's experience with electronic COA processes
- Development of guidelines of eCOA's operationalization including creation of Original Electronic Versions (OeV) and coordinating reviews with copyright holders
- Accompany users and eCOA Vendors with the electronic implementation of COAs
- Strengthen collaboration with authors and advise them on how to create the best OeV
- Participate or lead internal and external workshops to discuss screenshots review, expert review, BYOD, eLibraries, certification processes etc,
- Explain and promote the company products and services in an effort to maintain and expand the current and prospective client base
- Following procedural documents and participating in reviewing and updating documents to make sure they are reflective of industry standards and easily followed.
Our requirements
- At minimum 3 years of relevant industry and clinical trial experience including specific experience with eCOA capabilities and instruments
- Technical expertise in the area of eCOA and eCOA instruments
- Work experience in client services, experience in the domain of clinical outcomes assessments or patient-centered outcomes research
- Excellent abilities in copy editing, proofreading, desktop editing
- Fluency in English, knowledge in French is a bonus
- Excellent customer service skills, including ability to communicate clearly with clients and resolve customer issues or complaints
- Self-motivated and comfortable working both independently and as part of a team
Benefits of working at MRT:
Other than working with a great team of smart and energetic people, we also offer a very competitive salary and benefits package that includes an excellent pension scheme, private health care, and life assurance and staff recognition schemes.
A better career. A better world. A better you.
Our people are our greatest strength, are the core of our culture and the driving force behind our success. Throughout all levels of the company, our people have a drive to succeed and a passion that ensures what we do, we do well. We help you build exciting and rewarding careers, deliver results to help bring life-changing medicine and devices to market and maintain ICON’s success as an industry leader. See all locations Read more
Day in the life
Teaser label
Inclusion & BelongingContent type
BlogsPublish date
04/29/2024
Summary
Cultural Fit in the Workplace Finding the perfect cultural fit is crucial when searching for a new employer. It goes beyond just the job description and salary package. Cultural fit refers to how
Teaser label
IndustryContent type
BlogsPublish date
04/29/2024
Summary
Precision medicine is a groundbreaking approach that aims to revolutionise healthcare by tailoring medical treatments to individual patients. Unlike traditional medicine, which adopts a one-size-fi
Teaser label
Our PeopleContent type
BlogsPublish date
04/29/2024
Summary
Deepak is a Clinical Data Management Project Manager at ICON Strategic Solutions, the largest global provider of Functional Service Provision (FSP). He works as a dedicated resource within one of o
Who we are
Similar jobs at ICON
Salary
Location
US, New York, NY, Farmingdale
Department
Full Service - Development & Commercialisation Solutions
Location
Farmingdale
Remote Working
Office Based
Business Area
ICON Full Service & Corporate Support
Job Categories
Clinical Supplies
Job Type
Permanent
Description
At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives. Our ‘Own I
Reference
JR118493
Expiry date
01/01/0001
Author
Zach HinesAuthor
Zach HinesSalary
Location
United States
Department
Clinical Monitoring
Location
United States
Remote Working
Remote
Business Area
ICON Strategic Solutions
Job Categories
Clinical Monitoring
Job Type
Permanent
Description
ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us
Reference
2024-109974
Expiry date
01/01/0001
Author
Melissa BennerAuthor
Melissa BennerSalary
Location
United States, Canada
Department
Clinical Trial Management
Location
Canada
United States
Remote Working
Remote
Business Area
ICON Strategic Solutions
Job Categories
Clinical Trial Management
Job Type
Permanent
Description
ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us
Reference
2024-110154
Expiry date
01/01/0001
Salary
Location
US, New York, NY, Farmingdale
Department
Full Service - Development & Commercialisation Solutions
Location
Farmingdale
Remote Working
Office Based
Business Area
ICON Full Service & Corporate Support
Job Categories
Laboratory Support
Job Type
Permanent
Description
At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives. Our ‘Own I
Reference
JR118524
Expiry date
01/01/0001
Author
Zach HinesAuthor
Zach HinesSalary
Location
US, New York, NY, Farmingdale
Department
Full Service - Development & Commercialisation Solutions
Location
Farmingdale
Raleigh
Blue Bell
Remote Working
Office Based
Business Area
ICON Full Service & Corporate Support
Job Categories
Clinical Project Management
Job Type
Permanent
Description
At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives. Our ‘Own
Reference
JR118152
Expiry date
01/01/0001
Author
Zach HinesAuthor
Zach HinesSalary
Location
US, New York, NY, Farmingdale
Department
Full Service - Development & Commercialisation Solutions
Location
Farmingdale
Remote Working
Office Based
Business Area
ICON Full Service & Corporate Support
Job Categories
Laboratory
Job Type
Permanent
Description
At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives.
Reference
JR117747
Expiry date
01/01/0001
Author
Zach HinesAuthor
Zach Hines