Assoc Manager, Medical Contact Center

Summary of Responsibilities:

• Responsible for the line-management of individuals within team as well as a project team.
• Manage direct reports to ensure staff training records are up to date.
• Responsible for managing performance reviews and issues of direct reports.
• May manage individuals across multiple teams and will take on responsibility for cross department projects.
• Responsible for office management (schedules, desk assignments, business continuity planning, disaster recovery, etc.).
• May lead or assist with the management of PSS concerning project allocation and resourcing.
• General oversight for the receipt and processing of all adverse event reports reported either spontaneously from any source or from a clinical trial. This includes, but is not limited to, oversight of the following types of tasks:
• Entry of safety data onto adverse event tracking systems.
• Review of adverse events for completeness, accuracy, and appropriateness for expedited reporting.
• Write patient narratives.
• Code adverse events accurately using MedDRA.
• Determine expectedness/listedness against appropriate label.
• Identifies clinically significant information missing from initial reports and ensures its collection.
• Ensure cases receive appropriate medical review.
• Prepare follow-up correspondence consulting with the medical staff accordingly.
• Ensure all cases that require expediting reporting to worldwide regulatory agencies are processed swiftly and appropriately within required timelines.
• Reporting of endpoints to clients, regulatory authorities, Ethics Committees, investigators and Fortrea project personnel, if required, within study specified timelines.
• File maintenance.
• General oversight for the management and processing of Expedited Safety Reports (ESRs).
• This includes, but is not limited to, oversight of the following types of tasks:
• Review and update adverse event databases and tracking systems.
• Review of adverse events for completeness, accuracy, and appropriateness for ESR.
• Review of patient narratives.
• Review the coding of adverse events.
• Review of reporting of ESRs and endpoints to clients, regulatory authorities, ethics committees, investigators and Fortrea project personnel, if required, within study specified timelines.
• File maintenance.
• Maintain awareness of Fortrea's safety database conventions and system functionality.
• Maintain awareness of other client safety database conventions and functionality.
• May prepare, but definitely provide oversight to the timely preparation of pharmacovigilance reports for products and safety issues, including Individual Case Safety Reports (ICSR) of Serious Adverse Events (SAEs) and aggregate reporting.
• Provide oversight and management of EudraVigilance activities for assigned projects.
• Contribute to the generation and review of Time and Cost Estimates for PSS business.
• Support the appropriate Clinical Data Management (CDM) team(s) in the reconciliation of SAEs across safety and trials databases.
• Prepare and participate in audits, either by the client or a regulatory agency.
• Consistently contributes to solving technical and/or operational problems identified by program/project members.
• Consistently proposes and executes innovative solutions which influence program/project direction.
• Generation of monthly status, staff member performance and other project-specific reports ensuring the quality and accuracy of metrics and data provided.
• Effectively draft/modify and deliver safety presentations:
• Client capabilities meetings, as appropriate.
• "Department Overview" to internal clients.
• Attend client meetings and liaise with clients where appropriate.
• Ensure compliant safety reporting in accordance with international reporting regulations, Standard Operating Procedures (SOPs) and safety processing guidelines set forth by departmental management team.
• Responsible for cascading relevant information from internal and external meetings to direct reports and appropriate colleagues.
• Train new employees overall in pharmacovigilance and regulatory reporting.
• Maintain a comprehensive understanding of Fortrea PSS' SOPs, Work Instructions (WI), guidance documents and directives associated with safety management, reporting and pharmacovigilance.
• Possess knowledge of all other CDCS procedural documents that impact Patient Safety Solutions.
• Assist with the generation and review of SOPs, Work Instructions etc.
• Responsible for SOP implementation within assigned team.
• Assist in developing Operational metrics measuring PSS' overall performance. ¨ Assist with the recruitment of new staff to Patient Safety Solutions.
• Build and maintain good PSS relationships across functional units.
• Demonstrate role specific Competencies on consistent basis.
• Demonstrate company values on consistent basis.
• Financial authority as it relates to personnel and projects.
• Any other duties as assigned by management.
• *The above job duties are completed by the staff as applicable, depending on the role they are assigned to.

Qualifications:

• 2 years of relevant team leadership experience in the call center or clinical research industry
• MUST BE A REGISTERED NURSE OR PHARMACIST
• Healthcare call center experience is a plus
• Amenable to work on a night shift schedule following the team's work hours
• Strong client and stakeholder management experience