Coordinator II, Client Experience

Company Information 

At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials.  

Company Culture  

Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives.  

At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact. 

Job Overview Summary  

This position works closely with internal and external clients to service as an IRB resource to assist in Advarra best practices, client onboarding, training and daily questions and/or concerns.  This position is also focused on ensuring client satisfaction, and innovating service delivery processes to continuously improve the client experience. 

This position will provide direct client assistance, participate and/or manage projects, escalate and/or participate in process improvement initiatives and work closely with team members.   

The position is responsible for maintaining successful communications that promote client loyalty and enhance retention through ongoing interactions, assessing issues as they arise and ensuring quick and appropriate resolution.  

Job Duties & Responsibilities  

• Collaborates with management and Team Lead to drive process enhancements and contributes to the execution of departmental and company strategies 

• Acts as a point of contact for IRB customers and provide exceptional customer service to enhance the client experience  

• Demonstrates comprehensive understanding across various IRB processes and submission requirements 

• Proactively supports the clients, both internal and external, by assisting in a variety of tasks 

• Upholds high standards of accuracy and attention to detail, collaborating with internal teams to ensure client satisfaction  

• Ensures timely responses to customer inquiries 

• Document and track client experience data in system for continuous improvement  

• Escalates client concerns promptly to relevant Team Lead and/or Manager  

• Collaborate with internal teams to promptly resolve client issues and concerns, proactively addressing potential issues  

• Provide client feedback through appropriate channels  

• Participate in process improvement discussions 

• Act as the primary contact for Advarra teams and CIRBI support, effectively communicating client needs and feedback 

• Conduct CIRBI demonstrations to clients 

• Subject matter expert for IRB processes and requirements 

• Participate in assigned projects 

• Completes tasks, as assigned 

Location 
This role is open to candidates working remotely in the United States.  

Basic Qualifications  

• Bachelor’s degree in business, communication or Science related field or High School Diploma with three (3) years’ industry experience  

• Three (3)+ years’ experience in an IRB, health related field, or clinical research 

Preferred Qualifications  

• Must be comfortable evaluating a situation, exercising good judgment and discretion, and making decisions on matters of significance with the assistance of 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 

Physical and Mental Requirements 

• Sit or stand for extended periods of time at stationary workstation 

• Regularly carry, raise, and lower objects of up to 10 Lbs.  

• Learn and comprehend basic instructions 

• Focus and attention to tasks and responsibilities 

• Verbal communication; listening and understanding, responding, and speaking  

Advarra is an equal opportunity employer that is committed to diversity, equity and inclusion and providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law.  Advarra provides equal employment opportunity to all individuals regardless of these protected characteristics. Further, Advarra takes affirmative action to ensure that applicants and employees are treated without regard to any of these protected characteristics in all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and separation from employment. 

Pay Transparency Statement  
The base salary range for this role is $54,029 - $89,148. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base salary as well as health coverage, paid holidays, and other benefits.