Senior Service Specialist, Patient Support Services

We're committed to bringing passion and customer focus to the business.

Primary Responsibilities

• Quality and Efficient Output Production:
  • Develops strong understanding of TGaS Operations & Analytics team processes and utilizes their retained knowledge to new projects on an ongoing basis with minimal direction.
  • Intermediate to advance knowledge of Excel and PowerPoint to create customized deliverables for clients based on input from practice teams.
  • Utilize custom automation tools to generate client deliverables.
  • Utilize off the shelf analytical tools to mine the benchmark information and draw out meaningful trends and insights.
  • Understand where datasets are captured and tracked; how to filter/query the data and maintain data on an ongoing basis. 
  • Utilize benchmark/survey information, along with experience and understanding of the business to identify meaningful trends, provide insights, and create recommendations for client engagements. Analysis results are included in a presentable deliverable format.
  • Leverage business acumen of solution to speak to the specific solution related implications and insights of the key takeaways.
• Ownership of Work:
  • Completes work accurately and mostly independently consistent with project timelines.
  • Assists with tasks beyond assigned work, executing those deliverables successfully to improve overall project team abilities.
  • Presents assigned deliverables as a reflection of the ‘big picture’ question the project attempts to answer. Utilizes active listening to understand how to contribute ideas, potential solutions, and additional research to projects above and beyond what has been explicitly assigned.
  • As needed, responds appropriately to solution team questions on standard reports and customized client requests.
  • Utilizes self-management skills to deliver based on individual workload.
• Utilization of Critical Thinking & Innovation:
  • Participate in ongoing product development. 
  • Improve custom automation tools to make client deliverables more efficient.
  • Identify ways to utilize analytics and technology to improve benchmark product offerings.
  • Utilizes learnings from other projects. 
  • Proactively and creatively thinks outside the box, providing innovative ideas / insights to both internal and client projects.
  • Can deliver on work­stream assignments as well as draw conclusions of what it means for the client, to talk through key implications or details when required in internal or client settings.
• Demonstrates Teamwork:
  • Demonstrates an ability to accept coaching and takes action on
  • Provide guidance on survey best practices and participate in the design of customized surveys to answer client questions (Virtual Hows).  Use web-based survey tools to implement the survey.
  • Provides subject matter expertise support on solution(s)
  • Demonstrates preparation for internal reviews, treating Project Manager as internal client.
  • Proactively develops own skills and passes on knowledge/skills to others. Leverages the Trinity network of peers and managers to utilize the value of their experience and expertise for one’s own project work. Assists with tasks beyond assigned work.

Skills and Experience:

• Required
  • Bachelor’s degree.
  • Pharmaceutical industry data analytics experience.
  • Expertise in Microsoft Excel, PowerPoint, and Word.
  • Understanding of SalesForce application reporting.
  • Excellent analytical skills and problem-solving skills.
  • Demonstrate attention to detail with the ability to produce quality outputs and review own work for errors.
  • Strong writing and communication skills.
  • 5 years of experience in analytical positions.
  • Ability to thrive in a collaborative team environment.
• Preferred
  • Expertise in SalesForce application reporting.
  • Tableau experience.
  • MBA or master’s equivalent degree.
  • Utilizing and developing Standard Operating Procedure documentation.
  • Understanding of life sciences and/or pharmaceutical industry consulting.