[Hiring] Coordinator I, Client Experience @Advarra

Role Description

This position works closely with internal and external clients to serve as an IRB resource to assist in Advarra best practices, client onboarding, training, and daily questions and/or concerns. This position is also focused on ensuring client satisfaction and innovating service delivery processes to continuously improve the client experience.

The position is responsible for maintaining successful communications that promote client loyalty and enhance retention through ongoing interactions, assessing issues as they arise, and ensuring quick and appropriate resolution.

Job Duties & Responsibilities

• Collaborates with management and Team Lead to drive process enhancements and contributes to the execution of departmental and company strategies
• Acts as a point of contact for IRB customers and provides exceptional customer service to enhance the client experience
• Demonstrates comprehensive understanding across various IRB processes and submission requirements
• Proactively supports the clients, both internal and external, by assisting in a variety of tasks
• Upholds high standards of accuracy and attention to detail, collaborating with internal teams to ensure client satisfaction
• Ensures timely responses to customer inquiries
• Documents and tracks client experience data in the system for continuous improvement
• Escalates client concerns promptly to relevant Team Lead and/or Manager
• Collaborates with internal teams to promptly resolve client issues and concerns, proactively addressing potential issues
• Provides client feedback through appropriate channels
• Participates in process improvement discussions
• Acts as the primary contact for Advarra teams and CIRBI support, effectively communicating client needs and feedback
• Participates and/or conducts CIRBI demonstrations and provides continuous support and training to clients
• Subject matter expert for IRB processes and requirements
• Participates in assigned projects
• Completes tasks, as assigned

Qualifications

• Bachelor’s degree in business, communication, or science-related field or High School Diploma with two (2) years’ industry experience
• Two (2)+ years’ experience in an IRB, health-related field, or clinical research

Requirements

• Must be comfortable evaluating a situation, exercising good judgment and discretion, and making decisions on matters of significance with the assistance of the Team Lead and/or Manager
• Understanding of FDA and OHRP regulations and guidance and ICH guidance for informed consent and institutional review boards
• Intermediate computer skills, including MS Office products and CRM software

Physical and Mental Requirements

• Sit or stand for extended periods of time at a stationary workstation
• Regularly carry, raise, and lower objects of up to 10 lbs.
• Learn and comprehend basic instructions
• Focus and attention to tasks and responsibilities
• Verbal communication; listening and understanding, responding, and speaking

Benefits

• The base salary range for this role is $50,000 - $66,974
• This position may also be eligible for a variable bonus in addition to base salary
• Health coverage, paid holidays, and other benefits