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Head of Virtual Site Operations

Company: IQVIA LLC
Location: Durham
Posted on: September 12, 2020

Job Description:

Durham, North Carolina, United States of America

The Head of Virtual Trial Site Operations role is responsible for the leadership and oversight of the entire Global Virtual Trial Site Operations team (VT Operations Managers, Virtual Study Coordinators and Study Concierge) ensuring consistent virtual trial support operations on all fully virtual and hybrid virtual studies.

Intimate familiarity with all core components of clinical study delivery and oversight at IQVIA including clinical operations, site management, study planning and kick off, site start-up, monitoring, data collection and source documentation, global site operations best practices and delivery technology in a virtual delivery model. VTS Support services (VSCs and Concierge) play a critical role in managing the patient and site support on virtual trials, including but not limited to study visits, investigator site file, study data collection, participant engagement, study milestone achievement, customer engagement and all supporting study functions.


Job Profile Summary Responsible for overseeing the virtual trials site operations team (Virtual Study Coordinators and Study Concierge) supporting IQVIA virtual trial study delivery. This role will ensure the site operations teams are meeting project goals and timelines, maintaining quality and adhering to GCP and all project specific SOPs/WI/Project Instructions and training. This role will also lead and develop the global support hubs required for the virtual trial site team. Accountable for oversight of virtual trial solutions site operations staffing, hiring, onboarding and globalization efforts and process development.


Essential Functions

• Oversight of all virtual trial site operations (VT ops managers, VSCs, and Concierge) activities and team management of complex studies or programs of studies

• Recruits, mentors and coaches Managers of VSCs and Concierge. Manage staff in accordance with organization’s policies and applicable regulations. Responsibilities include planning, assigning, and directing work; appraising performance and guiding professional development; rewarding and disciplining employees; addressing employee relations issues and resolving problems. Approve actions on human resources matters.

• Resources planning to ensure studies are appropriately resourced with high quality VSCs and Concierge. Work with individual staff to make sure all project deliverables are completed as per the contract, to achieve quality deliverables on time and within budget and in accordance with SOPs, policies and practices. As their first point of contact, provide effective and timely consultation/guidance to employees on issue resolution.

• Ensures VTS site operations team are delivering studies in accordance with customer expectations for quality, timeline, milestones and performance metrics. Coach and mentor employees around processes and project actions as related to sites and patients. Support problem solving to ensure global alignment of work practices across the team through the adoption and use of all process and technology tools and improvements by employees.

• Support the development and coordination with the IQVIA GPSS and TSL team on patient and site recruitment and engagement strategies as they pertain to Virtual Trials.

• Primary escalation points for customers in cases of Virtual Trial Site Operations delivery issues (ie: patient and site support issues on Virtual Trials). Work with individual staff to identify any quality issues within the study and provide coaching on resolution of issues, including implementation of corrective and preventative action plans and escalation.

• Support for customer proposal development, pricing and customer bid defense meetings. Provide consultation to clients as required

• Review metrics and ensure required updates are made in IQVIA systems to ensure accurate and timely reporting is available to senior management.

• Lead and/or actively participate in corporate initiatives; act as a departmental cross-functional liaison and/or change agent; provide technical expertise and project management experience.

• Act as liaison point with other groups within IQVIA as required


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Typically requires 10 years of prior relevant clinical development experience


Requires intermediate level knowledge of principles, theories, and concepts of a job area, typically obtained through advanced education combined with experience.


Bachelor's Degree/Life sciences or related field required

Additional Work Experience

Experience working in a leadership capacity or management capacity with IQVIA

15 years’ clinical research experience including 10 years’ leadership experience, multi-regional and global focus or

Direct experience in site operations and/or call center support on complex clinical trials and

Equivalent combination of education, training and experience.

Skills and Abilities

Excellent communication and interpersonal skills, including good command of English language

Organization-Strong planning and organizational skills.

Demonstrated learning agility and openness to learning and keeping own knowledge and skill set current and evolving

Strong understanding of other IQVIA functions

Results oriented

Demonstrated ability to deliver results to the appropriate quality and timeline metrics – detailed oriented approach. Strong problem-solving skills and ability to handle conflicting priorities

Knowledge of clinical trials In depth knowledge of, and skill in applying, applicable clinical research regulatory requirements; i.e., Good Clinical Practice (GCP) and International Conference on Harmonization (ICH) guidelines and experience with FDA/Sponsor audits a plus

Business and financial acumen Deep clinical operations experience and extensive familiarity with operationalizing clinical research studies especially at the site level. Experience successfully initiating, executing and closing global clinical studies. Study planning and resource management.

Collaboration Excellent customer service skills.

Ability to work across geographies displaying high awareness and understanding of cultural differences

Ability to establish and maintain effective working relationships with coworkers, managers and clients.

Ability to manage competing priorities

IT skills

Strong software and computer skills, including MS Office applications

People management and leadership

Ability to establish and maintain effective working relationships with coworkers, managers and clients.

Proven ability to manage a team and work through others in a global environment to deliver results to the appropriate quality and timeline metrics. Provides others with a clear direction; delegates work appropriately and fairly; motivates and empowers others; monitors/manages performance and provides feedback and coaching; recruits, develops and retains staff of a high caliber

Effective mentoring and training skills, fostering learning and knowledge sharing with colleagues

Effective team-management skills

Standard ADA Settings

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Physical Demands

Sit at a desk or table with some walking, standing, bending, stooping, or carrying of light objects.

Use hands and fingers to handle and manipulate objects and/or operate equipment.

Travel Requirements

May require limited travel.

The above information on this description has been designed to indicate the general nature and level of work performed. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees assigned to this job. While this is intended to be an accurate reflection of the job, management reserves the right to revise the job at any time


At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com .

IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities. Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.

Posted 2 Days Ago

Full time


About Us At IQVIA, we have a vision. Where every healthcare decision is based on evidence. Where data science and human science come together to improve global health. Where new and creative solutions aren’t just possible – they are expected.

Thank you for your interest in growing your career with us. It takes insight, curiosity, and intellectual courage to transform healthcare. The 56,000+ employees of the IQVIA family of companies, including Q2 Solutions, are reimagining a world without the consequences of disease. We are brave minds bringing powerful ideas to reality. At IQVIA, you can truly make an impact in an environment where you’re supported to succeed.

Keywords: IQVIA LLC, Durham , Head of Virtual Site Operations, Other , Durham, North Carolina

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