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Clinical Trial Customer Service Representative - 3rd Shift

Company: Cenduit
Location: Allentown
Posted on: September 15, 2020

Job Description:

DescriptionCenduit, an IQVIA business, is a recognized industry leader in the IRT market and eClinical field, and have implemented over 1,600 clinical trials requiring patient randomization, clinical supply distribution and returns/destruction accountability. In over 10 years of operation, Cenduit has worked closely with more than 100 global biopharmaceutical companies and has deep integrations with many CROs, across all geographies. We have successful ongoing relationships with leading clinical supply packaging and distribution organizations, as well as extensive integrations with eClinical systems such as EDC, CTMS and Labs. We are IRT focused - dedicated to quality-first and patient outcomes. Our core expertise is strongly focused on randomization of patients and the management of clinical trials supplies.PurposeThe Associate Client Services Support, is responsible for providing proactive Helpdesk support to investigator sites, monitors and IVR companies. This includes resolving 1st level issues and escalating issues that are beyond the 1st level. Assist in the set up and maintenance processes of CIRT, and the creation, compilation and distribution of site documentation. Provide administrative assistance to the CIRT/Logistics project management team as time allows. The role requires competent use of Cenduit systems and SOPs and will be required to perform to Cenduit Quality Standards and timelines.Responsibilities* Receipt of Helpdesk calls from investigator sites, recording of the issues and resolution of the issue through use of the Admin console.* Receipt of calls from IVR companies to provide order tracking information, and to resolve problems encountered after an order is received.* Resolving 1st level calls for all global locations.* Escalating calls appropriately when required* Creation of a ticket in ICCM* Engaging in conversation with PM/client/site* Submission of a DCR to Production Support, as necessary and appropriate* Completing all steps as outlined in the Helpdesk Study Guide* Confirmation of issue resolution with client/site.* Monitoring the CIRT Admin Console for error messages generated by transaction processes, as well as monitoring the faxes in and out for error messages.* Assessment of the error messages and transaction failures to decide what action needs to be taken.* Calling investigator sites and monitors to resolve issues resulting from transaction failures.* Calling investigator sites and internal clients to resolve issues resulting from Helpdesk calls.* Monitoring and distributing Right Fax communications effectively.* Participation in cross-functional business process improvement activities as required implementation of new working practices within the team.* Management of site information - updating and cleaning of study site data at the start and throughout a study.* Providing administrative support to the CIRT and Logistics project management teams when Helpdesk workload permits.Skills & Competencies* Is responsive to internal and external customer needs and maintains a good level of customer service.* Ensures that all work meets quality standards.* Ability to multitask and manage time appropriately, ensuring that all deadlines are met.* Recognizes and escalates risks appropriately.* Proactively looks to learn and develop knowledge.* Accepts feedback constructively and strives to learn and develop from feedback received.* Keeps up to date with new developments to ensure knowledge of the industry/area of expertise is up to date.* Prioritizes tasks appropriately and requests assistance as appropriate.* Demonstrates effective teamwork, working with and supporting colleagues.* Handles difficult situations tactfully without losing control; stops to think before reacting.* Proactively confronts and resolves problems and conflicts without damaging relationships.* Is approachable; takes time to assist team members and understand their views and concerns.* Demonstrates commitment and enthusiasm to Cenduit and the aims of the company.* Encourages and supports others.* Demonstrates appropriate levels of accountability.* Proficient computer skills.* Good verbal and written communication skills, both face to face and on the telephone.* Highly developed interpersonal skills.* Solid problem solving analytical skills.* Ability to learn and retain complex information and processes.* Strong sense of urgency.Education & Experience* High School Diploma or equivalent.* Helpdesk experience; preferably IT or experience in handling complaints.* Experience working in customer facing or customer focused environment.Other Information:* The work schedule is shift specific as coverage for 24/7, 7 days a week HD schedule dictates.* Rotating weekends or required weekend work as dictated by shift schedule* Flexibility for shift changes when required.

Keywords: Cenduit, Allentown , Clinical Trial Customer Service Representative - 3rd Shift, Healthcare , Allentown, Pennsylvania

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