Site Operations Associate

• Provides support for the start-up, maintenance and study closeout phases of payments service delivery.
• Identify and communicate opportunities for process improvement
• Ensures that all contract records are established to support timely and accurate payments to sites within the terms of signed SOWs with sponsors.
• Works in coordination with designated Study Operations Leads to support achievement of contractual commitments from study initiation through closeout.
• Set-up vendor records and maintain the master site list for assigned clinical trials ensuring that all payee records are established according to the terms of the Clinical Trial Agreement (CTA).
• Post contract related documents to the site contract record
• Set-up initial visit and reimbursable budgets.
• Performs payment processing and service resolution for an assigned set of sponsors and studies
• Responsible for ownership, opening, monitoring and resolution of cases and site communications
• Ensure support to the clinical trial sites is provided at our levels of excellence through timely resolution of issues that are raised through email and/or phone contact.
• Ensures work is SSAE 16 compliant where appropriate.
• Perform peer reviews as assigned to ensure the accuracy of all vendor and contract records.
• Responsible for opening, managing and closing trackers with our Finance department and with our Clients
• Responsible for final closeout site communication and ensuring all payments are appropriately processed
• Performs ongoing edits and updates of applicable site specific information in database for accurate reporting
• Assist in the preparation of project status reports that are reviewed with the client during Project Team and Governance Meetings
• Acts as escalation point for open issues from the sites
• Other duties as assigned

Competencies
• Customer Orientation – Quickly and effectively solves customer problems. Lets customers know he/she is willing to work with them to meet their needs. Presents a cheerful, positive manner with customers.
• 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.
• 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.
• Adaptable - Personally develops a new method or approach. Proposes new approaches, methods, or technologies. Develops better, faster, or less expensive ways to do things.
• 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.