Job Description

The Client Services Lead serves as the main point of contact for global portfolios, manage the client relationship at the study level, oversee payment management projects and ensure sponsor satisfaction is achieved. Manage and oversee the initiation and study management of protocols including identifying all protocol related information, timelines, reporting and initial setup of proprietary software system used to initiate studies.

Essential Functions

Act as the primary point of contact for assigned sponsor(s) and Assoc studies.

• Manage the project timeline, identify/pursue change orders and coordinate with other stakeholders, as necessary.
• Prepare materials and KPI’s for sponsor Governance Meetings and participate as appropriate.
• Identify and execute process improvement initiatives when appropriate.
• Prepare, arrange and execute regular client meetings and ensure all necessary materials are presented with accuracy and completeness.
• Function as the engagement leader providing management throughout the length of the clinical trial by overseeing activities of the project team to ensure sponsor commitments and IQVIA's service levels are achieved.
• Coordinate with Site Solutions and Data Operations to ensure proper resource assignment and service delivery quality.
• Ensure that IQVIA financial interests are appropriately protected through diligent scope of work management efforts.
• Ensure support to the clinical trial sites is provided, at IQVIA’s levels of excellence, through timely resolution of issues that are raised via email and/or phone contact.
• Responsible for ensuring that payments do not exceed SOW timelines.
• Responsible for ensuring change orders are executed and communicated to appropriate personnel.
• Responsible for performance review input to Site Solutions and Data Operations for roles that support assigned sponsor.
• Coordinate with the Site Solutions and Data Operations team members to prepare sponsor funding.
• Ensure that all IQVIA processes and standards are followed and that appropriate financial controls are observed and are in line with sponsor requirements for managing and mitigating financial risk.
• Ensure work is SSAE 18 compliant.
• Responsible for monitoring, assist in resolving and escalating operational and performance metric issues.
• This role may require minimal assistance from Sr. Client Services
• Lead or Manager to support more difficult Lead activities.
• Other duties as assigned.
• Contribute to developing the study specific analytics strategy.
• Review, establish and agree on project planning and project timelines.
• Act as a central contact for the project team for designated project communications, correspondence and associated documentation.
• •With guidance, provide Inputs to clinical study teams, key decision makers, and internal team members to manage continuous process improvements, issue escalation, workload projections.
• Participate in (study) team meetings/Project kick off meetings and interaction with cross functional staff to verify information and/or triage new data issues or prior identified action items.
• Perform Subject Level Data Review that require further investigation with the clinical site to determine overall accuracy (inclusion & exclusion criteria/ IP/AE/ Labs/EOT/EOS/ End points/SAEs etc.) Review any other information as necessary to determine overall readiness of the patient information for next level review. (CM-subject)
• Early identification of site-level risk/issue(s) occurring during study conduct and responsible for identification of risk pertaining to payments.
• Monitor site performance and make recommendations for timely corrective actions
• Assist the relevant stake holders within the project team in developing the study payment plans, tools and templates and maintain the team accountabilities as applicable.
• Provides inputs to cross functional team in managing project deliverables.

Qualifications

• Bachelor's Degree Req
• 6+ years of related work experience Req
• 4+ years experience as an IQVIA Client Service Representative Req
• Broad knowledge of the concepts, practices and procedures of the client service representative field Req
• Broad knowledge of IQVIA products and the Pharmaceutical industry Req
• Meeting facilitation, presentation and training experience Req
• Proficiency in PC applications, such as Excel
• Ability to communicate effectively with various levels in the organization (written and oral) and to manipulate large transactional databases
• Demonstrated problem solving, analytical and strong customer service skills
• Demonstrated ability to develop and maintain relationships in a diverse business environment.
• Must be customer focused and have excellent written and oral communication skills
• High energy, self-starter with the ability to work in a team environment as well as independently
• Able to think independently, and to analyze and solve problems creatively
• Strong time management, planning, and organizational skills Strong time management and planning skills
• Detail oriented, analytical and the ability to meet competing aggressive deadlines
• Comfortable working in a global company environment.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.