Clinical Liaison, Patient Support Programs (Fixed Term Contract)

In either a remote or contact center based capacity, the Clinical Liasion will help manage the clinical relations with IQVIA's chosen clinical service provider.  As part of this role the Nurse Lead will be intimately involved in delivering services linked to specific Patient Support Program requirements. This includes delivering a seamless service and support to assigned patients and file interactions in a way that allows for accurate reporting to clients.  In addition to delivering on these clinical services, the Clinical Liasion will also hold a strategic role within IQVIA to help build a sustainable infrastructure to support clinical services within our organization.  This will include relationship management with IQVIA's clinical vendors and involvement in clinical program design and delivery.  This role within its first year will have a focus on front line clinical services with continued growth and development in strategic management of clinical offerings within IQVIA.                                                                                                                                                                            

Duties and responsibilities

Clinical Services Infrastructure and Relationship Management :

• Acts as a liaison between the client and IQVIA's clinical vendor to communicate actionable items and ensure delivery on our vendors side.
• Client management of project deliverables as it relates to clinical services.
• To help inform decisions linked to best clinical practices when implementing tactics within a program design.
• To help manage client expectations as it relates to the clinical services provided by nurse counselors supporting the solution (identifying what is within and out of scope as it relates to clinical services).
• To help ensure quality of clinical services delivered by coordinating and aligning on quality assurance measurements with our clinical vendor and helping to gauge quality based on call reviews.
• Provides clinical insights in the strategic design of Patient Support Programs, in a pre and post-sale capacity: representing IQVIA's best interests in being aligned with our strategic objectives and also bringing clinical best practices to the table.
• Instrumental in the development of clinical services and policies within STI in the development of our service offerings within Patient Support Programs.
• The ability to work collaboratively as part of a cross-functional team as well as working autonomously towards the delivery of project requirements.

Service Excellence and Development

• Respects quality standards and contributes to service excellence.
• Implements continuous quality improvement principles by ensuring clinical vendors are serving patients in a respectful, courteous, confidential, and caring manner.
• Provides service in a manner that adheres to IQVIA and IQVIA client privacy policies.
• Contributes to maintaining a healthy workplace.
• Participates in and enhances unit function through team meeting attendance and effective team communication.
• Participates in staff orientation and continuing education sessions as required.
• Represents IQVIA in external activities as appropriate. 
• Contributes to team development and maintains professional conduct at all times.
• Embrace change and thrive on being part of the team’s success through communication, dedication and commitment to the company’s goals.

Qualifications

• Master in Health Administration or Master in Business Administration
• RN certification preferred.
• A working understanding of the Canadian Health Care system and clinical best practices across Canada.
• Previous experience in Patient Support Programs, specialty pharma, community nursing or call centers, specifically in telephonic service delivery, considered an asset.
• Bilingual written/spoken in English and French is considered an asset.
• Experience in motivational coaching and/or behavior modification and self management is considered an asset.
• Knowledge of computer environments and basic computer programs (Excel, Word and Outlook). 
• Strong communication skills, a keen eye for accuracy and the ability to quickly evaluate and respond to an array of inquiries; ability to manage ambiguity with a view to issue resolution.
• Ability to organize workflow, and manage time effectively.

• Ability to identify opportunities for personal, team and service improvement and recommend/ implement workable solutions.

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At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.