Coordinator II, Client Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborates with management and the Team Lead to enhance processes and contributes to the implementation of departmental and company strategies.

• Serves as a contact point for IRB customers, delivering exceptional customer service to improve the client experience.

• Exhibits a thorough understanding of various IRB processes and submission requirements.

• Actively supports clients, both internal and external, by assisting with a diverse range of tasks.

• Maintains high standards of accuracy and attention to detail, working with internal teams to ensure client satisfaction.

• Guarantees timely responses to customer inquiries.

• Documents and tracks client experience data in the system for ongoing improvement.

• Promptly escalates client concerns to the relevant Team Lead and/or Manager.

• Collaborates with internal teams to swiftly resolve client issues and concerns, proactively addressing potential challenges.

• Provides client feedback through appropriate channels.

• Engages in discussions about process improvements.

• Acts as the primary liaison for Advarra teams and CIRBI support, effectively communicating client needs and feedback.

• Conducts CIRBI demonstrations for clients.

• Serves as a subject matter expert on IRB processes and requirements.

• Participates in assigned projects.

• Completes tasks as assigned.

⛳️ Requirements

• Bachelor’s degree in business, communication, or a science-related field, or a High School Diploma with three (3) years of relevant industry experience.

• Over three (3) years of experience in an IRB, health-related field, or clinical research.

• Must be adept at evaluating situations, exercising sound judgment and discretion, and making significant decisions with guidance from the Team Lead and/or Manager.

• Familiarity with FDA and OHRP regulations and guidance, as well as ICH guidance for informed consent and institutional review boards.

• Proficient in intermediate computer skills, including MS Office products and CRM software.

🏝️ Benefits

• Health coverage.

• Paid holidays.

• Variable bonus.