Customer Success Specialist, UK

IQVIA™ (www.IQVIA.com) is the world’s leading company providing information, technology, and services for virtually every type of stakeholder in healthcare. Every day, IQVIA™ innovates on a large scale. We have been the big data company in healthcare before the “Big Data” term was defined. Since 1954 we have been helping healthcare organizations harness commercial and scientific insights and execute on their most strategic initiatives.

We live in a world where most information is readily available at our fingertips and data can be collected to gain valuable insights. The situation in hospitals can be rather different. Electronic healthcare records (EHR) facilitate the clinical workflow: storing and retrieving medical information to support treatment of each patient. There is a large need for secondary usage of this data. Think of linking the right patients with the right characteristics to clinical trials, collecting data to conduct medical research and assessing and improving quality of care by analysing i.e. health care use and flow in the hospital, treatment outcomes and occurrence of side-effects and complications after treatment. Manually searching for patients and necessary data points stored in the EHR is a major hurdle and adds to the workload of hospital staff.

At the IQVIA EMEA Health Services Solutions department we support health care providers, researchers and other staff employed by hospitals to gain valuable and actionable insights from the medical data recorded in the EHR every day. We work closely with our IQVIA colleagues at other departments that collaborate with hospitals on clinical trials and real-world evidence studies.

The Patient Finder and Clinical Dataset Builder modules of IQVIA’s Patient Finder Solution technology are developed and designed to be a user-friendly search engine to give healthcare professionals without advanced programming skills direct access to the data they need from the EHR. The application allows end users in hospitals to search through both structured data, such as diagnosis codes and lab results, and unstructured medical information stored in free text. All data available in Patient Finder Solution is pseudonymised by default. It thereby empowers hospital staff to answer their data-related questions themselves, in a GDPR-compliant way. Patient Finder Solution is currently used daily by 40+ hospitals in The Netherlands, Belgium and the Czech Republic. IQVIA is expanding deployment and implementation of the application to other hospitals across Europe, including the United Kingdom and Italy.

As a Customer Success Specialist for the United Kingdom and (temporarily) other countries than the Netherlands and Belgium, you will work closely with hospitals and various IQVIA teams to support the deployment of Patient Finder Solution at the hospitals and to promote, enable and expand the use of Patient Finder Solution on hospital-initiated and IQVIA-guided projects when the implementation is completed.

Main tasks

• Support implementation of Patient Finder Solution at hospitals, collaborate with the technical implementation teams: check the organisation and quality of data in the application.
• Build a network within hospitals: maintain contact with key stakeholders and care providers across various departments. Connect end users from different hospitals to each other to collaborate on cross-hospital projects.
• Promote and support use of Patient Finder Solution on hospital-driven projects, multi-centre projects, projects driven by national institutes or governmental bodies and IQVIA studies.
• Stay connected with internal IQVIA teams to spot study or project opportunities that IQVIA can involve hospitals with Patient Finder Solution deployed on.
• Function as primary contact for internal IQVIA teams with regards to the situation at the hospital, care providers that may be interested in using Patient Finder Solution on IQVIA’s clinical trials or real-world evidence studies.
• Report back to EMEA Customer Success Manager and Head of Delivery & Client Success on current hospital and client landscape: projects running, level of tool adoption at hospitals, success stories, difficulties and challenges, business opportunities etc.
• Become skilled in the use of Patient Finder Solution to find patients meeting in- and exclusion criteria and to collect relevant medical information (subject matter expert).
• Host demonstration sessions at hospitals where Patient Finder Solution is deployed or at hospitals interested in procuring Patient Finder Solution, to showcase the tool and its applications.
• Help end users be successful in their projects: help build (advanced) queries, organise and host workshops and training, provide (advanced) functional support.
• Translate data questions and clinical registration practice into patient finding and/or dataset builder queries that retrieve the patients and data points of interest.
• Contribute to the (online) community for different types of end users and product developers. Allow users to learn from each other, see how others use the tool.
• Help maintain online support / self-service resources for end users such as FAQs, knowledge base documentation, how-to clips, online community posts etc.
• Transfer end user’s needs for the application and the underlying data warehouse to the technical teams developing the application. Vice versa you will inform end users of new developments implemented by technical teams and how to use them.

What we are looking for

• Fluency in English.
• BSc in medicine, biomedical sciences, health sciences, pharmacy or a related field; or Computer Science or a related field; or equivalent work experience.
• 1-3 years of work experience in the health care, pharma or life sciences sector; or in data analytics or data science.
• Knowledge of the UK healthcare system and its organisation, especially in hospitals.
• Strong written and verbal communication skills, including ability to train, present and deal with clients in a tactful and service-oriented way.
• Demonstrate a positive and enthusiastic attitude and willingness to help others.
• Experience with client and stakeholder management and networking.
• The ability to interact and influence at all levels in both hospitals and the IQVIA organisation.
• Experience with teaching, providing training or hosting workshops, and/or providing support or coaching.
• The ability to translate complicated (technical) information in a comprehensible way to key stakeholders: end users of our software, other clients and IQVIA employees.
• The ability to translate health care questions and needs from care providers, other hospital staff and/or IQVIA into a data search strategy and query that retrieves patients-of-interest and data-of-interest.
• Used to working in an interdisciplinary team.

Nice to have

• Previous experience with working on clinical trials or real-world evidence studies.
• An understanding of or experience with searching through, handling and/or analysing complex (medical) data.
• Knowledge of the structure of electronic health records and how information is recorded by medical professionals.

Benefits

We work hard to prioritise the things that matter most to you. Visit our benefits page for information on everything from perks to well-being initiatives and career enhancement.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com