Clinical Administrator

Job Purpose:
Deliver exceptional client support within the B2B division to Clinical Trial clients, offering primary product assistance, data management and administrative support in a friendly and supportive manner. Ensure high customer satisfaction and operational readiness of customer devices through proactive inbound and outbound support. This includes assisting existing clients and engaging with potential leads among clients who have not yet re-subscribed.  

To efficiently capture, organize, and analyze data to support informed decision-making. This includes gathering data from various sources, ensuring its accuracy, and applying analytical techniques to identify trends, patterns, and insights.  Strict adherence to data protection to be applied.

In this role, we require you to care deeply about customer service and success, advocating for project, product and customer success to drive credibility for hearX within the clinical trial and drug study industry. Our clients matter to us, and they should matter to you!

Minimum education (essential):
Matric (NQF Level 4)

Minimum education (desirable):
Customer Support/Satisfaction Certificate

Required nature of experience:

• Client liaison and support
• Data capturing and administration 
• Administration and project management
• Documentation and reporting of client queries
• Working within a digital environment
• Collaborating with senior stakeholders and key decision-makers

Skills and Knowledge (essential):

• Manage difficult clients and resolve queries  efficiently and professionally
• Team Collaboration
• A desire to please customers and provide excellent support
• Reporting (Excel, Google Slides, Word) 
• Prioritizing Support Issues
• CRM systems (Insightly or Salesforce would be preferred)
• Timely, accurate and concise dissemination of critical information and errors
• Professionalism in communication: Video calling, email and internal team systems (Slack would be advantageous) 
• Neutral accent for working with international clients
• Excellent English writing and reading skills
  

Other:

• Excel / Google Sheets
• An appreciation for query resolution and a sense of urgency for turnaround times
• Strong mathematics skills and attention to detail required
• Working knowledge of US carrier services and related platforms

Clinical Data Administration 50%

• Drive team action, completion and customer communication with regards to data management for the customer
• Data Management and Entry: Accurately capture and enter clinical trial data into databases, ensuring completeness, consistency, and adherence to study protocols.
• Quality Control and Data Validation: Review and validate data for accuracy, completeness, and consistency; identify and resolve discrepancies in clinical trial data.
• Database Maintenance: Maintain and update clinical trial databases, ensuring data integrity and compliance with regulatory requirements.
• Documentation and Reporting: Prepare and maintain accurate records of data management activities, including data queries and resolutions, data cleaning reports, and compliance documentation.
• Collaboration with Study Teams: Work closely with clinical research teams, including clinical monitors, investigators, and project managers, to ensure smooth data flow and timely reporting.
• Data Analysis Support: Provide data analysis support for interim and final study reports, ensuring data is presented clearly and in accordance with study protocols.
• Regulatory compliance with regards to relevant guidelines in all aspects of data management.
• Ad hoc Data Requests: Respond to ad hoc data requests from stakeholders, ensuring accurate and timely delivery of data as needed for decision-making.
• Problem Resolution: Address and resolve data-related issues promptly to minimize delays and ensure data quality.
• Correctly escalate anomalies, errors and corrections to line manager, internal communication channels and to the customer.

Clinical Logistics Coordination 25%

• Support line manager and sales executives on client proposals and pitches to drive new business development
• Continuously optimize client proposal, onboarding and training material to increase customer satisfaction and project success.
• Track customer shipments, customs-clearance, and activity per device, escalating anomalies and proactively solving issues as they arise.
• Proactively and effectively communicate shipping status and updates  to relevant stakeholders.
• Liaise with the manufacturing and Ops support team to communicate tracking numbers and calibration certificates to clients.
• Liaise with Regulatory & Compliance team to ensure relevant clearance and/or information is supplied to both customer and Ops team for seamless shipping and customs clearance.
• Ensure that correct information is supplied to Ops team for shipping documentation and clearance.
• Liaise with the sales team to keep them updated on outgoing orders, ensuring customer communication on progress
• Accountable for overseeing the calibration status of devices in the field, identifying those due for calibration, and initiating the calibration process as needed.
• Liaise with clients to send relevant information on package delivery, tracking numbers and calibration certificates.

Clinical Support Liaison 25%

• Maintain a thorough understanding of all products and keep up to date with product changes and improvements so as to advise, guide and support clients
• Escalate customer feedback and input to line manager and relevant Slack channels.
• Ensure that invoices are paid and customer accounts are up to date, supporting the line manager and sales executives as required. 
• Troubleshoot, solve problems and offer first line support for end users to get the products and software working over phone, email, Slack or any other identified tools. 
• Solve problems as effectively and efficiently as possible in reducing the time spent with each query.
• Follow standard operating procedures for query resolution
• Maintain exceptional customer support and satisfaction with a target of first-call and first-touch resolution
• Ensure escalation procedures are followed diligently, with the appropriate prioritization and urgency
• Respond to queries and follow up with feedback to both the client and the relevant line manager, business analysts and sales executives.
• Maintain the SLAs for client support in line with partnership agreements for various clients using the hearX products. 
• Maintain client support KPA’s at all times to ensure a high ‘customer effort score’ by going above and beyond for clients. 
• Conduct business in a professional manner when communicating and interacting with clients to ensure client satisfaction.
• Ensure clients have a positive view of hearX and the client support team and process. 
• Provide insight of recurring customer complaints to the products team to ensure up to date feedback. 
• Produce customer, site and account reports and data analysis to line manager as required, including reporting on customer KPA’s and achievement thereof
• Maintain absolute professionalism, etiquette and communication accuracy and efficiency.

QMS and Data Security 

• Ensure that QMS guidelines are adhered to. 
• Track and record customer data, account and analysis reports in line with standards.
• Ensure that all supporting documents and records are kept to date. 
• Ensure that all processes are kept relevant by escalating updates to line manager and quality team simultaneously. 
• Maintain absolute customer confidentiality and protection of personal information of test subjects.
• Manage escalation initiation in line with the Customer Management  process.
• Update and maintain the Customer communication log on an ongoing basis.
• Strict compliance to internal quality management and data security processes.

This job description is not a definitive or exhaustive list of responsibilities and is subject to change depending on changing business requirements. Employees will be consulted on any changes. Employee’s performance will be reviewed based on the agreed upon objectives.

If you do not hear from us within 30 days, please consider your application unsuccessful.