Operations Coordinator

Company Overview

ConcertAI’s mission is to accelerate insights, advance research, and improve patient outcomes in oncology and across life sciences. ConcertAI’s leading real-world evidence, AI technology and software-as-a-service solutions support healthcare decision-making across clinical research & development through commercialization. Top biopharma sponsors, clinical research organizations, healthcare providers and institutions rely on ConcertAI’s evidence-generation and digital transformation capabilities to advance precision medicine and medical innovation.

ConcertAI has emerged as one of the fastest-growing AI health tech companies backed by industry-leading private equity companies: SymphonyAI Group, Declaration Partners, Maverick Ventures, and AllianceBernstein PCI.

Role Summary

This role is an important member of our Patient Solutions team. In this capacity, you will understand and translate client inquiries for internal teams to ensure tickets are ready to be worked on by the assigned resource, track production schedules and deliveries, participate in internal and client meetings, and support clients by providing regular updates and timely responses to open items.

Responsibilities

• Manage and track client data Inquiries, bugs, and ad-hoc requests (recording, assigning to Data Analysts, and reporting resolution).
• Responsible for ensuring inquiry is triaged to correct party via Jira workflows
• Investigate and respond to basic client inquiries
• Responsible for tracking timeline for inquiry response
• Responsible for working with account team to escalate inquiries that are close to being late per Service Level Agreements
• Track all Service Level Agreement adherence
• Responsible for an in-depth knowledge of associated clients’ Service Level Agreements
• Responsible for tracking all relevant data points related to Service Level Agreement tracking
• Responsible for ensuring SLA reports are produced and delivered to client within timeframe specified in agreements
• Monitor incoming data feeds and alerts to ensure data is supplied on time and issues are resolved.
• Responsible for entering tickets to track issues with vendor data delivery and triaging to correct team for resolution
• Manage outbound deliverables through the production cycle to ensure completeness, on-time, and accurate delivery of data.
• Responsible for identifying when production issues have arisen and working with technical teams to coordinate timely resolution.
• It is the Ops Coordinator’s responsibility to ensure deliverables go out the door.
• Responsible for ensuring deliverables go to client on time.
• Responsible for escalating to the account team if production issues will impact timely delivery so that account team can communicate the delay to the client.
• Own production data management during hyper care period for new on-boarding.
• Responsible for flagging issues with vendor data receipt uncovered during feed tracking.
• Responsible for tracking bugs entered by technical teams/analysts and ensuring open bugs are reported to account team to communicate to client.
• Participate in client status meetings by reporting status of inquiries, bugs, and ad-hoc requests.
• Responsible for producing tracking documents for account team to use in reporting updates to the client.
• Participate in process improvements and development for implementation and estimation.
• Help to identify areas where efficiency in global processing could be introduced.
• Monitor internal processes and ensure new processes are created where needed.
• Responsible for creating KPI reports for executive team

Requirements

• Bachelor’s degree and minimum 1 year work experience
• Experience in the Pharma industry preferred, but not required.
• Familiarity with Jira, Excel, Powerpoint, SQL
• Strong documentation skills
• Strong communication skills
• Strong organizational skills
• Comfortable communicating with clients
• Works well in team environment

Learn More About ConcertAI

Our team at ConcertAI is dedicated to transforming healthcare decision-making through the application of RWE and AI to improve patient outcomes. We work in a fast-paced, dynamic, high-performing culture where diversity, collaboration, and innovation are valued. Join us on our quest to create a world free of disease. Learn more about ConcertAI at www.concertai.com , or follow us on LinkedIn.

EEO

ConcertAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.