Coordinator I, Client Experience (Pacific Time Zone)

Advarra•United States of America,

4h•$50,000 - $66,974•Remote

About The Position

The Coordinator I, Client Experience works closely with internal and external clients as an IRB resource, assisting with Advarra best practices, client onboarding, training, and daily questions or concerns. The role focuses on client satisfaction and continuous improvement of service delivery. It provides direct client assistance, participates in or manages projects, supports process-improvement initiatives, and works closely with team members. The position maintains communications that promote client loyalty and retention through ongoing interactions. It assesses issues as they arise and helps ensure their prompt and appropriate resolution. The role is open to candidates working remotely in the United States, and candidates must be able to work in the Pacific Time Zone.

Requirements

Bachelor’s degree in business, communication, or a science-related field, or a high school diploma with two years of industry experience.
Two or more years of experience in an IRB, health-related field, or clinical research.

Nice To Haves

Comfort evaluating situations, exercising good judgment and discretion, and making decisions on significant matters with assistance from the Team Lead and/or Manager.
Understanding of FDA and OHRP regulations and guidance, and ICH guidance for informed consent and institutional review boards.
Intermediate computer skills, including MS Office products and CRM software.

Responsibilities

Collaborate with management and the Team Lead to drive process enhancements and contribute to departmental and company strategies.
Serve as a point of contact for IRB customers and provide exceptional customer service.
Demonstrate understanding of IRB processes and submission requirements.
Proactively support internal and external clients by assisting with a variety of tasks.
Maintain accuracy and attention to detail, collaborating with internal teams to support client satisfaction.
Respond to customer inquiries in a timely manner.
Document and track client experience data in the system for continuous improvement.
Promptly escalate client concerns to the relevant Team Lead and/or Manager.
Collaborate with internal teams to resolve client issues and concerns and proactively address potential issues.
Provide client feedback through appropriate channels.
Participate in process-improvement discussions and assigned projects.
Act as the primary contact for Advarra teams and CIRBI support, communicating client needs and feedback.
Participate in or conduct CIRBI demonstrations and provide ongoing client support and training.
Serve as a subject matter expert on IRB processes and requirements.
Complete assigned tasks.