Overview
The Associate Participant Payments Analyst is responsible for overseeing site and patient set-up, initiating site communication, and conducting internal peer reviews. This role involves reviewing and inputting current patient and site details into SaaS patient payment software, with a focus on managing site budgets related to patient reimbursement. The analyst also provides patient support and acts as a liaison between vendors and the organization.
Responsibilities
- Support the start-up, maintenance, and study closeout phases of patient payments service delivery
- Identify and communicate process improvement opportunities to the immediate supervisor
- Ensure all site and patient records are established to support timely and accurate patient payments in accordance with signed Statements of Work (SOW) with sponsors
- Coordinate with designated Patient Solutions Operational Leads to support contractual commitments from study initiation through closeout
- Maintain the master site list for assigned clinical trials, ensuring receipt of all setup documents including executed Clinical Trial Agreements (CTAs) and amendments
- Post CTAs, amendments, and other contract-related documents to the SaaS software
- Set up initial site information, patient information, and patient payment budgets
- Perform payment processing and support patient customer service for assigned sponsors and studies
- Own, open, monitor, and resolve cases and patient communications, working closely with vendors to address patient questions
- Provide support to clinical trial sites and patients through timely resolution of issues raised via email or phone
- Ensure work complies with SSAE18 standards where applicable
- Peer review all study, site, and budget setups for accuracy as defined by SSAE18 policies and procedures
- Process patient ID, year of birth, or other requests in compliance with SSAE18 policies to ensure accurate payments
- Assist in opening, managing, and closing patient administrative trackers
- Prepare project-specific status updates related to sites and patients for Patient Solutions Operational Leads prior to sponsor calls and participate in discussions as needed
- Report on Patient Solutions-specific red line items (deliverables processed outside acceptable processing thresholds) during sponsor governance meetings
- Act as an escalation point for open patient-specific issues
Requirements
- 0 to 2 years of relevant experience
- Knowledge of principles, theories, and concepts related to the job area, typically obtained through advanced education
- Preferred education in Business Administration, Finance, Accounting, Project Management, or a health-related field, or equivalent combination of education, training, and customer service experience
- Prior customer service experience required
- Preferred experience in accounts payable/invoicing, data entry, business financial applications, client service in biotechnology, CRO, pharmaceutical, or research-support organizations
- Preferred experience in data validation
Competencies
- Teamwork: Listens and responds constructively to team members, provides support to build relationships
- Adaptability: Develops new methods or approaches, proposes improvements
- Customer Orientation: Effectively solves customer problems and maintains a positive manner
- Technical/Professional Knowledge: Applies knowledge and skills to accomplish results, plans and organizes work effectively
- Professionalism and Accountability: Demonstrates commitment, sets high standards, and completes assignments timely
Skills
- Customer-focused with excellent interpersonal, written, and oral communication skills
- Strong analytical skills and attention to detail
- High energy, self-starter able to work independently and in a team environment
- Creative problem-solving and independent thinking
- Strong time management and planning abilities
- Detail-oriented and able to meet aggressive deadlines
- Comfortable working in a global company environment
- Proficient with Microsoft Office, Google Suite, MS Project, SAP-Business One
Compensation & Benefits
- Potential base pay range (annualized): $42,700.00 - $106,800.00
- Actual base pay may vary based on qualifications, location, and schedule (full or part-time)
- Incentive plans, bonuses, and other forms of compensation may be offered depending on the position
- Range of health, welfare, and other benefits available
Location
Not specified in the original description.