Job Summary
The Patient Compensation Lead will be responsible for ensuring all processes and vendors are in place that are needed to enable participant compensation, reimbursement, and travel services. This role will be accountable for the performance of multiple vendors performing services to support participant payments, will serve as global business process owner and will work with sponsor’s study teams to oversee vendors, manage processes, resolve issues, and other key deliverables. The Patient Compensation Lead will be accountable for ensuring all vendors and study team members are following defined processes and will provide leadership and appropriate oversight to the vendors and preferred CROs. The Patient Compensation Lead is a Subject Matter Expert (SME) on global payments and travel services and will be responsible for defining, documenting, and sharing best practices with vendor staff and study teams.

Job Responsibilities

• Implement sponsor’s strategy on global participant payments and travel services, including sourcing, supportive technology and roles, study, country and site scope, responsibilities and accountabilities for vendors and staff

• Lead cross-functional efforts to identify and implement improvements to the payments processes, systems and tools

• Engage with Clinical Development & Operations and vendor senior leadership to effectively manage issues and opportunities in the area of global participant payments and travel services

• Develop and manage sponsor’s process guidelines and ensure adherence to those processes through QC checks and oversight activities including review and analysis of KPIs and metrics

• Prioritize and make decisions and recommendations on complex processes and issues with interdependencies (e.g., site relationships, budgets and contracts, regulatory requirements, language, tax, currency, etc.) which include ex-U.S. constraints

• Proactively assess payment strategies to align with evolving sponsor’s operating model, industry landscape, and evolution of clinical trials

• Serve as Subject Matter Expert for global participant payments and travel services queries and approaches

• Coordinate with Site Payments and Contracting teams and manage mixed-model studies

• Lead and drive development, enhancements, or process improvement initiatives for all aspects of participant payment administration from protocol schedule of activities, database build through to payment execution

• Lead creation of an integrated, patient-centric approach to strong customer focus and issue management resolution. Ability to anticipate change in a matrixed environment as well as influence senior management/other lines who are customers to participant payments process

• Define and provide managerial leadership of strategies within team and specific implementation of processes, quality goals and standards

• In strong collaboration with other colleagues or functions (peers, project leads, and group leads), implement strategies to ensure consistent processes

Qualifications

Basic requirements:

• Bachelor’s degree or equivalent required; MBA or advanced degree is preferred.

• Knowledge of clinical operations, protocols and recruitment strategies

• Demonstrated patient centric approach and empathy

• Evidence of strong leadership, influencing, negotiation, and management skills

• Evidence of Clinical Development and pharmaceutical study execution experience

• Keen problem-solving skills

• Strong leadership and relationship management skills. Demonstrated ability to effectively lead a team to deliver on common work objectives.

• Ability to work independently with minimal supervision in a team-oriented environment.

• Desire to create positive experiences and make significant contributions.

• Ability to collaborate effectively across a variety of teams and cultures located in multiple locations in demanding/changing situations.

• Excellent interpersonal and organizational skills, sufficient to manage many high priorities concurrently in a fast-paced environment.

Preferred qualifications:

• More than 8 years of experience in clinical contracts/budget administration and/or clinical project/operations. Specific experience in managing investigator or patient payments.

• Demonstrated study management / data management leadership experience

• Thorough understanding of the processes required to operationally execute clinical trials is preferred

• Understands feasibility of protocol implementation

• Demonstrated knowledge of financial controls

• In-depth understanding of participant payments, terms and local/regional requirements

Skills:

• Ability to interpret study level data & translate and identify risks to participant payments

• Understands how to work with vendors to accomplish tasks

• Ability to proactively identify & mitigate risks around site level in study execution

• Country level cultural awareness and strong interpersonal skills

• Detail oriented & possesses technical expertise (e.g., spreadsheets, metrics & data flow management)

• Demonstrated experience with industry payment processing software, including developing business requirements.

• Good business judgment and a strong understanding of the unique aspects of participant payments and travel services including regional and country specific considerations.

• Demonstrated ability to work in a cross-functional environment with clinical operations, business technology, legal, finance, tax and other functional lines.

• Demonstrated ability to make critical recommendations and decisions related to participant payments and travel services