Act as a key point of contact for delivery-related inquiries, working closely with CX, customers, and partners to resolve issues such as lost or damaged orders
Manage the end-to-end returns process, including scheduling pickups, tracking shipments, coordinating warehouse receipt, and ensuring accurate system updates
Identify trends in return reasons, flag recurring issues, and support CX with timely updates and exception handling
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Build relationships with patients' family members and caregivers when appropriate to support coordinated care
Navigate patients through the healthcare system — coordinating appointments, facilitating communication between providers, and ensuring care plans are understood and actionable
Serve as a liaison between patients, primary care providers, specialists, pharmacies, home health agencies, and community resources
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Upgrades & Maintenance: Plan, test, and execute application upgrades, patches, and system maintenance activities to ensure continuous service availability and performance.
Business Alignment: Partner with internal functional business leaders and end-users to analyse business processes, translate requirements into technical configurations within the COTS systems, manage change requests and implementation.
Compliance & Security: Work closely with the Information Security Specialist to ensure application configurations meet internal security standards, data privacy regulations and healthcare-specific compliance requirements.
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Performs review of patient financial documents to determine FPL% (Federal Poverty Level percentage) to perform eligibility determination functions.
Creates and distributes daily Bridge Report and Quick Start reports for review of patient eligibility for department Bridge and Quick Start programs, as well as processing through all referral and order stages all Bridge and Quick Start referrals and re-order referrals.
Completes monthly benefit investigation to determine patient's eligibility for patient assistance programs (PAP), including review of patient financial documents.
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Review Patient Recruiting materials (Advertisements) to assure compliance with sponsor requirements, local regulatory requirements, and Good Clinical Practice (GCP) guidelines.
Review Investigator Package Plans that document the required quality of documents
included in Investigator Packages following the available SOP with manager oversight.
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Advanced understanding of site engagement and ability to customize site engagement strategy for assigned study (ies). Gather local/site insights and utilize site engagement tools such as the Customer Relationship Management (CRM) tool, to report/track progress and measure impact of that strategy.
Advanced level of competency connecting the study protocol, scientific principles and clinical trial requirements to the day-to-day clinical trial execution activities. Evaluate and ensure effective recruitment and retention techniques/plans based on the patient disease journey. Develop solid knowledge of therapeutic area, asset and clinical landscape / patient journey to enable successful patient recruitment and overall protocol compliance.
Possesses experienced level of competency to mentor and train less experienced CRAs on various aspects of work and provides input into their development. May participate in global/local task forces and initiatives. Responsible for activities as assigned by manager.
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