Investigator Services Assistant

Pharmaceutical Product Development (PPD)

KY-Highland Heights-Highland Heights KY Tessenee


Provides support to investigator sites, monitors, department, business unit or function through communication of information, training sites and documentation of services pertaining to clinical trials. Supports the overall performance, education and training of the sites on a study level to ensure the execution of protocols are completed accurately and on time. Uses the tools provided to answer all questions, takes orders and ensure clean data at the earliest point in time.

• Acts as the point of contact for sites, ensuring that questions, material orders and request for information are responded and documented in an accurate and timely manner. Ensures that the sites are properly trained in aspects of the protocol (following the study flow sheet) relating to the department. Provides guidance on pre-analytical aspects of the study to ensure smooth flow of data to and from the site.

• Triages calls where necessary to appropriate individual/departments and follow through to resolution.

• Resolves queries so that efficient and timely sample analysis is undertaken by the laboratory so report turn around time is met. Continually reviews exceptions to resolve so that the data is cleaned within the agreed timelines.

• Notifies the sites and all necessary contacts via telephone/fax of all relevant critical/voice alert values/ study specific requirements.

• Places all calls to the sites delivering sponsor alert, voice alert values (VAV) and any other critical values. Answers incoming phone calls, resolves different types of exceptions within assigned timelines.

• Monitors and escalates site issues through the appropriate departments/people e.g. project management to resolve and report as soon as possible. Ensures that all site issues are communicated and followed up to resolution, primarily to site and monitor. Reviews site performance metrics to educate where needed or to report back to monitor or sponsor. Informs site of the results or reasoning not to proceed.

• Follows the specifications and scope of work to evaluate requests for any additional test(s) (test performed in protocol) to be added to a sample. Evaluates the request for out of protocol testing following Scope of work for study. Facilitates requests to the appropriate person.

• Coordinates and resolves issues with samples at time of scanning to have the samples in the database and reported as soon as possible.Provides support to investigator sites, monitors, department, business unit or function through communication of information, training sites and documentation of services pertaining to clinical trials. Supports the overall performance, education and training of the sites on a study level to ensure the execution of protocols are completed accurately and on time. Uses the tools provided to answer all questions, takes orders and ensure clean data at the earliest point in time.

• Acts as the point of contact for sites, ensuring that questions, material orders and request for information are responded and documented in an accurate and timely manner. Ensures that the sites are properly trained in aspects of the protocol (following the study flow sheet) relating to the department. Provides guidance on pre-analytical aspects of the study to ensure smooth flow of data to and from the site.

• Triages calls where necessary to appropriate individual/departments and follow through to resolution.

• Resolves queries so that efficient and timely sample analysis is undertaken by the laboratory so report turn around time is met. Continually reviews exceptions to resolve so that the data is cleaned within the agreed timelines.

• Notifies the sites and all necessary contacts via telephone/fax of all relevant critical/voice alert values/ study specific requirements.

• Places all calls to the sites delivering sponsor alert, voice alert values (VAV) and any other critical values. Answers incoming phone calls, resolves different types of exceptions within assigned timelines.

• Monitors and escalates site issues through the appropriate departments/people e.g. project management to resolve and report as soon as possible. Ensures that all site issues are communicated and followed up to resolution, primarily to site and monitor. Reviews site performance metrics to educate where needed or to report back to monitor or sponsor. Informs site of the results or reasoning not to proceed.

• Follows the specifications and scope of work to evaluate requests for any additional test(s) (test performed in protocol) to be added to a sample. Evaluates the request for out of protocol testing following Scope of work for study. Facilitates requests to the appropriate person.

• Coordinates and resolves issues with samples at time of scanning to have the samples in the database and reported as soon as possible.Education and Experience:

High / Secondary school diploma or equivalent and relevant formal academic / vocational qualification

Technical positions may require a certificate

Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 2 years).

Knowledge, Skills and Abilities:

• Accurate data entry skills with intermediate computer skills including Microsoft Office

• Strong analytical, interpersonal and time management skills

• Strong client and phone service skills

• Basic knowledge of Good Clinical Practices and department principals such as pre-analytical technique

• Excellent verbal communications and customer service skills in the English language - additional languages are an advantage

• Critical thinking and problem solving skills to support quality decision making

• Good written and oral communication skills

• Ability to work in a collaborative team environment

Working Environment:

PPD values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive. Below is listed the working environment/requirements for this role:

Able to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable manner.

Able to work upright and stationary and/or standing for typical working hours.

Able to lift and move objects up to 25 pounds

Able to work in non-traditional work environments.

Able to use and learn standard office equipment and technology with proficiency.

May have exposure to potentially hazardous elements, including infectious agents, typically found in healthcare or laboratory environments.

Able to perform successfully under pressure while prioritizing and handling multiple projects or activities.

Education and Experience:

High / Secondary school diploma or equivalent and relevant formal academic / vocational qualification

Technical positions may require a certificate

Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 2 years).

Knowledge, Skills and Abilities:

• Accurate data entry skills with intermediate computer skills including Microsoft Office

• Strong analytical, interpersonal and time management skills

• Strong client and phone service skills

• Basic knowledge of Good Clinical Practices and department principals such as pre-analytical technique

• Excellent verbal communications and customer service skills in the English language - additional languages are an advantage

• Critical thinking and problem solving skills to support quality decision making

• Good written and oral communication skills

• Ability to work in a collaborative team environment

Working Environment:

PPD values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive. Below is listed the working environment/requirements for this role:

Able to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable manner.

Able to work upright and stationary and/or standing for typical working hours.

Able to lift and move objects up to 25 pounds

Able to work in non-traditional work environments.

Able to use and learn standard office equipment and technology with proficiency.

May have exposure to potentially hazardous elements, including infectious agents, typically found in healthcare or laboratory environments.

Able to perform successfully under pressure while prioritizing and handling multiple projects or activities.


2020-06-01 00:00:00


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