Site Solutions Analyst

The Site Solutions Analyst is responsible for initial site communication, site required document collection and validation and upload within the proprietary software system pass through payments and ensuring site satisfaction. This position is responsible for the data interpretation and implementation of Clinical Trail contracts with CRO’s, clinical sites, and investigators. This includes control and oversight of the master site list, set-up of site payee details, payment terms, budget, and amendment of site records; upon receipt of applicable documentation. The Site Solutions Analyst is responsible for site communication throughout the lifecycle of a project and ensuring all submitted pass through payments have been made accurately and timely.
• Provides support for the start-up, maintenance and study closeout phases of payments service delivery;
• Identify and communicate opportunities for process improvement to the immediate supervisor;
• Ensures that all contract records are established to support timely and accurate payments to sites within the terms of signed Statement of Work (SOW) with Sponsors;
• Works in coordination with designated Client Service Lead(s) to support achievement of contractual commitments from study initiation through closeout;
• Maintains the master site list for assigned clinical trials, ensuring that all setup documents have been received – including but not limited to the Payment Intake Form (PIF), W9, executed Clinical Trial Agreement (CTA), and Amendments;
• Posts CTAs, PIFs, W9s, W8s or other contract related documents to the site contract record;
• Set-up initial CTA visit and reimbursable budgets;
• Performs payment processing and supports site customer service for an assigned set of Sponsor(s) and studies;
• Responsible for ownership, opening, monitoring and resolution of cases and site communications;
• Ensure support to the clinical trial sites is provided at IQVIA’s levels of excellence through timely resolution of issues that are raised through email and/or phone contact;
• Ensures work is SSAE18 compliant where appropriate;
• Ensure that all vendor and budget set-ups are peer reviewed for accuracy as defined by SSAE18 policies and procedures;
• Process site contact (payment notification/portal access), Principle Investigator (PI), tax ID, payee, name, address or banking change requests in compliance with SSAE18 policies and procedures to ensure that payments are processed with accuracy;
• Responsible for opening, managing and closing site administrative trackers;
• Responsible for final closeout site communication(s) and ensuring all pass-through payments have been reconciled before study close out;
• Responsible for the preparation of project specific status updates, site related, which are provided to the Client Service Lead prior to their established Sponsor calls and may be asked to speak to these items during those discussions;
• Responsible for reporting on Site Solutions specific (site setups, invoices, customer service) red line items (deliverables processed outside of IQVIA’s established acceptable processing thresholds) to be reported during Sponsor Governance Meetings;
• Acts as an escalation point for open site-specific issues;
• Other duties as assigned
Qualifications:
Bachelor’s Degree in Business Administration, Finance, or Accounting preferred, or equivalent experience (Customer Service)
Minimum 1¬-2 years of relevant work experience preferred;
Minimum 1-2 years of prior accounts payable/invoicing experience preferred;
Minimum 1-year data experience entry preferred;
Experience with financial business applications preferred;
Prior customer service experience required
Prior experience in client service at a biotechnology company, CRO, pharmaceutical company or other organization supporting research activities in a financial or data management / analysis capacity preferred;
Prior data validation experience;
Competencies:
Teamwork - Listens and responds constructively to other team members’ ideas. Expresses disagreement constructively (e.g., by emphasizing points of agreement, suggesting alternatives that may be acceptable to the group). Provides assistance, information, or other support to others, to build or maintain relationships with them.;
Adaptable - Personally develops a new method or approach. Proposes new approaches, methods, or technologies. Develops better, faster, or less expensive ways to do things.;
Customer Orientation – Quickly and effectively solves customer problems. Let’s customers know he/she is willing to work with them to meet their needs. Presents a cheerful, positive manner with customers.;
Technical/Professional Knowledge and Skills - Acquires and applies knowledge, skills and experience to accomplish results. Assesses situations accurately and determines appropriate action. Identifies and utilizes resources effectively and responsibly. Plans, prioritizes, and organizes work effectively to produce measurable results. Takes ownership for own self-development.;
Professionalism and Accountability - Demonstrates enthusiasm for and commitment to the position and accepts responsibility for personal actions. Sets high standards and well-defined, realistic goals for one’s self; displays a high level of effort and commitment towards completing assignments in a timely manner; is motivated to achieve.
Skills Required:
Must be customer focused and have excellent interpersonal, written and oral communication skills;
Strong analytical skills and attention to detail;
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 and planning skills;
Detail oriented, analytical and the ability to meet aggressive deadlines;
Comfortable working in a global company environment;
Strong PC skills (i.e. Microsoft Office, Google, MS Project, SAP-Business One).