Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Acts as the point of contact for sites and monitors through email or phone, Monitors, tracks, manages, and ensures resolution of all complaints, discrepancies, concerns, and escalates to management/appropriate department to ensure satisfaction of internal and external customers. Ensures that the sites are communicated to regarding 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. Continually reviews exceptions to resolve so that the data is cleaned within the agreed timelines.

Resolves queries so that efficient and timely sample analysis is undertaken by the laboratory, so report turnaround time is met.

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

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.

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. Informs the investigator site of the results or reasoning not to proceed.

Coordinates and resolves issues with samples and requisition forms at time of accessioning to have the samples and visit details in the database and reported as soon as possible.

Amends patient information supplied by sponsors, project managers or investigator site into site database.

Attends study meetings to discuss risk assessment for our department and or overall business concerns and reports back to the team about requirements.

Works with study PM team on the creation of the requisition forms to ensure visit and study collection requirements are captured.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.