EEK Squad Specialist at Care Access

Remote, US

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The EEK Squad is Care Access’s internal intelligence base that answers employee questions
regarding the strategy and delivery of clinical studies being conducted by Care Access’s Site
Management Organization and Decentralized Research Organization. Reporting to the EEK
Squad Manager, the EEK Squad Specialist plays a critical role in answering employee
questions in a timely manner to allow them to proceed with their work. This role is best suited for
someone with a high sensitivity to customer service and who enjoys helping teammates solve
problems. This role will follow the Care Access EEK Squad processes in accordance with
industry regulations, Care Access SOPs, and study-specific requirements.

Here’s what you’ll do:

-Support fellow Care Access field operations employees by quickly getting them correct
answers to their questions to enable them to proceed with their work.
-Effectively utilize general and study specific guides to provide correct answers to
employee questions.
-Attend study meetings and work closely with Care Access Clinical Trial Managers
(CTMs) and Field Operations managers to understand the full scope of your assigned
clinical study(ies).
-Maintain study specific guides for EEK Squad’s use.
-Escalate questions and urgent issues to EEK Squad Management, CTMs, and/or
department specific Subject Matter Experts (SMEs), as appropriate.
-Track any communication that seeks answers for an employee’s question to ensure a
timely and correct response is obtained.
-Use good judgment to determine when extra support is needed to answer a question,
and when the provided answer to a question does not seem correct and further
investigation is needed.
-Manage incoming questions in the EEK Squad’s dedicated ticketing system.
-Review feedback from customer experience surveys and adapt management of ticket
resolution based on feedback.
-Proactively seek new knowledge of Care Access teams, processes, and delivery in
general and on specific studies in order to best be able to support employee needs.
-Manage the Operations portions of the Site Operations Manual and related workflows in
coordination with EEK Squad Study Specialist.
-Anticipated Travel 10%

Here’s what you’ll need:

Experience as a Care Access employee is required for this position.
-Self-starter mentality who can work independently to drive results forward.
-1+ years customer service experience.

-Bachelor’s degree in life sciences or equivalent is preferred.
-Clinical research experience of at least 2 years required.
-Knowledge of general clinical research processes and Good Clinical Practice required
-Operations experience preferred
-High level of professionalism and a passion for customer service.
-Ability to manage against tight timelines and competing priorities.
-Excellent written and oral communication skills.
-Proficient with Google Suite and Microsoft Office Suite.
-Ability to work collaboratively across departments.

Benefits (US Full-Time Employees Only)

-PTO/vacation days, sick days, holidays. 
-100% paid medical, dental, and vision Insurance. 75% for dependents.
-HSA plan
-Short-term disability, long-term disability, and life Insurance. 
-Culture of growth and equality
-401k retirement plan
We serve patients and researchers from diverse cultures and communities around the world. We are stronger and better when we build a team representing the people we aim to support. We maintain an inclusive culture where people from a broad range of backgrounds feel valued and respected as they contribute to our mission. We value diversity and believe that unique contributions drive our success. We do not discriminate based on race, sex, religion, color, national origin, gender identity, age, marital status, veteran status, or disability status. 
At Care Access, every day, we are advancing medical breakthroughs. We’re uniting standard patient care with cutting-edge treatments and research. Our work brings life-changing therapies to those in need and paves the way for newer and greater treatments to reach the world. We’re proud to advance these breakthroughs and work with the big players while engaging with the best physicians and caring for patients. Our team of experts is paving the way to take this vision forward through innovation and a unique technology-enabled service model. 
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Care Access is unable to sponsor work visas at this time.
By applying to this post, you agree to receive text message updates about your application and interview process.

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Applications are now closed