Research - Laboratory/Non-Laboratory, Staff/Administrative
The Clinical Research Support Center (CRSC) specialist is a critical role for the CRSC. This position serves as the support center ‘front door’ for inquiries/requests (walk-ins, email, phone calls) and triages to the appropriate functional groups and resources. The CRSC specialist utilizes excellent customer service and their clinical research knowledge to assess where in the research process researchers/study teams are and to facilitate connections to the appropriate experts. The CRSC specialist also supports the day to day operations of the CRSC which includes tracking metrics, special projects, supporting CRSC meetings and events, and a number of other support roles to ensure smooth operations of the CRSC. This position reports to the Clinical Research Support Center Manager.
Clinical Research Navigation [Internal 30%] Utilize clinical research process knowledge and experience along with institutional knowledge to: - Understand PI/study teams clinical research needs through the CRSC research support inquiry intake process. - Connect them with the appropriate research support/service group(s) within the CRSC or the University based on needs and in compliance with applicable research regulations and procedures. - Ensure continued communications with CRSC experts to support the researchers/study teams needs through the intake process. - Follow-up with researchers/study teams to ensure their needs are met and continues to address ongoing support as requested. - Identify problems or challenges when coordinating complex support with multiple research support/service groups and works independently to determine an action plan to resolve. - Anticipate barriers and issues and formulate solutions to resolve or remove barriers to support the PI/study team in moving their study forward. - Collaborate with the CTSI Research Navigator and Research Preparation Group (RPG) team on complex requisitions to ensure appropriate routing.
Intake, Triage Management [Internal 30%] - Understand the CRSC support service model including workflows and clinical research expertise across multiple research support/service groups across the University. - Accountable for independently managing the inquiry intake request process at the CRSC. Including desk/walk in, phone line and email account coverage. - Provide oversight of the staffing model at the CRSC front desk and ensure coverage of the desk by others as needed. - Proactively identify opportunities to improve the CRSC ‘front door’ and intake process to ensure smooth operations for CRSC staff as well as researchers/study teams. - Identify areas of concern related to research support/service gaps and escalate issues/concerns as appropriate to the CRSC Manager. Works together with the Manager to determine a plan to provide solutions for the problems/challenges.
Data Analytics and Documentation [Internal 20%] - Collect and document relevant intake information, metrics and customer satisfaction feedback as necessary to support research connections and/or referrals. - Lead coordination efforts around the collection of CRSC metrics. Compile CRSC metrics and develop dashboards/visuals and ensure accuracy and quality of data. - Prepare CRSC metrics summaries to meet reporting requirements as assigned by the CRSC Manager. Collect solicit and compile satisfaction survey results. - Assist RPG team with metric tracking projects requiring access and understanding of a number of institutional systems/tools (OnCore, Ethos, etc). - Contribute to updating documentation of procedures/processes to prioritize research support requests effectively and efficiently.
Process Improvement [Internal 10%] - Develop and implement new initiatives, processes, forms and workflows to support the work of the CRSC. Initiate and drive process improvement efforts to support the CRSC operations. - Under the direction of the CRSC manager, develop communications, tools, processes, to support the CRSC operations. - Develop resources, templates or tools to support CRSC service support model (i.e. presentations, workflow processes, job aids, handouts, etc.).
Operational Support [Internal 10%] - Independently research and gather information to prepare for meetings, correspondence and presentations. - Provide work direction for the CRSC student workers including prioritization/monitoring of work. - Provide space planning for the CRSC, including management/oversight of usage of meeting rooms and shared spaces. Assist with workstation set-up and facility onboarding for new staff. - Manage inventory and purchasing of supplies for CRSC. Coordinate proper printer/copier functionality and supplies, and request service repairs as appropriate. - Support CRSC office financial needs as appropriate, coordinating with Finance and providing support related to CRSC purchases, processing invoices, travel and expense reimbursements. - Assist with CSRC complex meeting scheduling as needed. - Provide program/project support to the CRSC manager. - Other duties and projects as assigned.
Required Qualifications: - BA/BS with at least 2 years of experience or a combination of related education and work experience equal to 6 years; position involves comparing, verifying and reconciling data to help the department achieve overall objectives. - Experience with clinical research processes – preferably in an academic health center or a University. - Familiarity with medical or research terminology. - Customer-service focused mind-set. - Excellent communication skills - oral and written. - Ability to work in a growing environment with shifting priorities and timelines. - Good interpersonal skills with the ability to communicate with individuals across different levels and organizations. - Possess the ability to field questions from the research community and triage to appropriate resources. - Good time-management skills and high attention to detail. Applies knowledge and skill to recurring tasks or activities with emphasis on precision and timeliness of execution. - Accurate documentation/record keeping skills: intake assessments, project activity/status. - Proficiency with Word, Excel, PowerPoint and Google Suite.
Preferred Qualifications: - Experience with Enterprise Financial Systems financial management tools
Internal Number: 337036
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.