Reviews clinical trial contracts, budgets, amendments, and templates to extract payable activities and configure customer study data accurately. Collaborates with internal teams and customers to resolve configuration issues, manage quality risks, meet KPIs and SLAs, and support successful implementation delivery. Maintains audit procedures, contributes to process documentation, and partners with Product and IT on platform improvements while supporting positive customer relationships.
The Implementation Specialist extracts applicable data from customer documentation and translates it into accurate system configurations that support payments to intended recipients. The role drives successful project delivery while meeting the needs of customers, sites, and patients.
Responsibilities
- Review and interpret global customer documentation related to study activities, including but not limited to; contracts, budgets, amendments, ICF's and templates.
- Identify areas of quality risk and/or need in pursuit of a best-in-class customer, site, and patient experience.
- Apply best practices to extract and configure customer data into applicable study activities from source documents.
- Collaborate and communicate with business partners to verify interpretation of study requirements.
- Adhere to auditing and monitoring checklists and procedures.
- Adhere to both internal KPIs and customer-driven SLAs.
- Participate in internal and external calls regarding study implementation and complex configuration issues/needs; consult with customers and Client Delivery colleagues to achieve resolution and adhere to best practices.
- Contribute to internal process documents to ensure study configurations are consistent and follow best practices.
- Partner with Product and IT teams to identify areas of enhancement across platforms.
- Support Client Delivery in establishing and maintaining positive customer relationships.
- Perform other duties, assignments, and/or special projects as time or circumstances necessitate.
Qualifications
- At least 1 year of previous experience in the pharmaceutical or CRO industry with contract management-related experience preferred
- Experience with Microsoft Word and Excel required
- Strong attention to detail required
- Ability to dissect the key elements of clinical trial financial documents and identify payable activities
- Ability to handle high volume in a fast-paced environment
- Excellent writing skills
- A mindset of quality and risk mitigation in pursuit of the best client, site, and patient experience required
- Must have excellent analytical, organizational, communication, and interpersonal skills
- Exceptional time management skills to support shifting priorities and key client deliverables
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