Senior Investigator Services Representative

Responsibilities

• Liaise with investigator sites to notify of alert values, critical values, data clarifications and data revision requests. 
• Act as primary contact for clinical investigator sites. Resolve non-routine and challenging customer issues requests and concerns. 
• Facilitate the flow of information between investigator site and Project Management. 
• Liaise with internal stakeholders in order to facilitate the laboratory sampling process. 
• Ensure that Project Management team is made aware of any information that may influence the smooth running of a particular project.
• Retrieve voicemail messages concerning supply orders, test or document requests, call backs etc. in a prompt manner. 
• Assist or be involved with the recruitment and training of new team members, assisting with the enforcement of all company and department policies and assuming the management role in absence of management.  
• Manage or support the management of a team of Investigator Services Representatives assisting investigator sites enrolled in active clinical trials.
• Prioritize activities to increase efficiency.
• Coordinate the distribution of work within the Investigator Services group. 
• Escalate potential problems in a timely manner. 
• Manage or support the management of staff in accordance with organization’s policies and applicable regulations.
• Assist with investigation of Quality Assurance (QA) issues/findings and participate in standard operating procedure (SOP) reviews. 
• Participate in external and internal audits. 

Requirements

• Min Diploma or equivalent in a Science or Hospitality related specialisation.
• Min 3 years of customer service experience; or equivalent combination of education, training and experience.
• Excellent customer service skills.
• Fluency in English and Mandarin required due to the allocation of APAC Portfolio.
• Excellent written and verbal communication skills.
• Good word processing skills.
• Good organizational skills with attention to detail.
• Basic leadership skills.
• Ability to work in a fast-paced environment.
• Ability to establish and maintain effective working relationships with coworkers, managers and clients.

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.