A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
The Central Biorepository (CBR) at the University of Michigan Medical School facilitates discovery and improves healthcare outcomes by providing high-quality, highly annotated biospecimens donated for basic, clinical and translational research. We are seeking a motivated, personable, and organized Customer Project and Service Manager (CPSM). The CBR is a unit of the University of Michigan Medical School Office of Research, and an enterprise-wide resource, serving all members of the University of Michigan research community.
The CPSM is responsible for project management required to onboard new biorepository programs, sourcing biospecimens from patients/research participants recruited at U-M and collaborator clinics. The CPSM prepares timelines and coordinates activities among the CBR laboratory, Health Information Technology and Services (HITS) biospecimen management team, and research study teams (customers). This person is responsible for documenting scientific project requirements, biospecimen collection parameters, and processing workflows. In addition, the CPSM provides continuing service for new biorepository studies from implementation to and throughout maintenance of the programs. The CPSM will assist researchers seeking access to biospecimens from the repository, managing requests from initiation to delivery. The CPSM ensures all activities are in accordance with regulatory, institutional and unit policies and procedures. Clinical research experience and working knowledge of the regulatory landscape is required.
A professional demeanor, excellent communication and customer service skills are key qualifications for this position. The job is multifactorial and includes interactions with an array of University of Michigan faculty and staff, across multiple disciplines, such as in information technology, medicine, clinical and biomedical research.
Coordinate with research study and HITS teams to capture project requirements, scientific details, and regulatory elements for building biorepository programs at CBR.
Schedule calls, meetings and communications processes among customers, CBR, and HITS, throughout the onboarding phase
Manage biorepository onboarding and sample distribution activities to meet CBR and customer objectives.
Work side by side with IT business analysts and interpret study team scientific requirements into technical specifications for information management systems
Track and monitor CBR project execution to ensure that the customer requirements are met.
Identify and manage resource requirements, required skill sets, training plans, quality reviews, documentation and weekly meetings required for onboarding and sample distribution
Create processes for transitioning new biorepository programs from implementation to maintenance phase, and ongoing customer management
Inform onboarding or sample distribution status, schedule and key issues to customers and CBR team members on a regular basis.
Maintain and update a database of biorepository study related documents.
Inform CBR team on customer needs and new biorepository opportunities.
Assist in forecasting volume of customer activity, cost analysis, and other related activities.
Assist in invoicing customers as needed
Oversee activities related to customer relations and communications, serving as the primary client liaison for administrative services.
Develop service procedures, policies and standards
Keep accurate records and document customer service actions and discussions
Build sustainable relationships of trust through open and interactive communication
Update CBR communications team regarding new CBR projects, CBR scheduling changes, and other information relevant to CBR customers
Improve customer service by developing, evaluating, and re-designing customer facing processes; establishing and communicating customer satisfaction metrics; monitoring and analyzing results; implementing changes.
Maximize the customer experience by providing help desk resources, technical advice and resolve problems in a timely manner
Be knowledgeable in human subject research regulations and assist study teams as needed s
Perform responsibilities in accordance with the College of American Pathologists (CAP) Biorepository Accreditation Program and any all pertinent local, state or federal regulations.
Perform other duties as required
Bachelor’s degree in a life science, Master’s degree preferred
Energetic, forward-thinking and creative individual with high ethical and professional standards
Strong planning and organizational capabilities
Excellent oral and written communication skills
High competency in prioritizing multiple obligations
Critical reasoning and problem-solving skills
Knowledge of laboratory information management system preferred
Ability to work independently and as part of a team
Strong knowledge of MS Office Suite (Excel, Project, PowerPoint, SharePoint, Word, and Visio) required
Knowledge of the Federal Policy for the Protection of Human Subjects ('Common Rule'), and Health Insurance Portability and Accountability Act (HIPAA)
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.
Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
The University of Michigan is an equal opportunity/affirmative action employer.
Internal Number: 176482
About University of Michigan - Ann Arbor
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.