Team Lead, Client Services

 Company Information

At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials.

Company Culture 

Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives.

At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact.

 

Job Overview Summary

The Team Lead provides exemplary customer service and serves as the main point of client contact for designated pharmaceutical companies, contract research organizations, and academic medical centers. This position will provide direct client assistance and advisement to facilitate IRB review and translate IRB decisions and processes to clients to maintain continuity and timely communications. The Team Lead provides guidance, support, coaching for all Client Services staff as needed, and also mentors 1-4 Client Services Coordinators.

 

Job Duties & Responsibilities

• Collaborates with management and senior specialists to drive process enhancements and contributes to the execution of departmental and company strategies 
• Acts as the primary point of contact for Sponsors, CROs and PI sites for designated studies 
• Manages daily submissions from assigned clients, accounts, aiding in the allocation of tasks among CSCs under the guidance of the Client Services Manager 
• Conducts administrative reviews of submissions, liaising with study and site personnel to resolve issues and meet deadlines effectively 
• Demonstrates comprehensive understanding across various types of protocol and site submissions 
• Ensures adherence to client specifications and protocols, meticulously documenting requirements 
• Proactively supports the team by assisting in task reassignments 
• Handles foreign language translation requests efficiently 
• Upholds high standards of accuracy and attention to detail, collaborating with the quality control team to maintain a minimal error rate 
• Completes assigned tasks within designated turnaround times 
• Ensures timely responses to customer inquiries, aiming for a 24-hour turnaround for email and voicemail communications 
• Escalates customer or timeline concerns promptly to relevant supervisors 
• Contributes to process enhancement endeavors within the team 
• Supports the mentoring of junior staff members 
• Participates in relevant conferences and workshops to stay updated on industry developments

 

Location: This role is open to candidates working in one of the following locations: United States

 

Basic Qualifications

• Bachelor's degree or five (5) years of equivalent experience in clinical research or healthcare setting 
• Five (5) years' experience in IRB or clinical research setting that includes applying regulations to the protection of human subjects 
• Must be comfortable independently evaluating a situation, exercising good judgment and discretion, and independently making decisions on matters of significance 
• Federal laws and guidelines pertaining to Research and the Human Subject Protections including the FDA and DHHS regulations.

 

Preferred Qualifications

• Certified IRB Professional (CIP) or attainment of CIP within one (1) year of eligibility

 

Physical and Mental Requirements 

• Sit or stand for extended periods of time at stationary workstation