Program Manager II/Senior Manager Center Customer Service and Education
CIBMTR (Center for International Blood and Marrow Transplant Research) at the Medical College of WI
August 8, 2018
Full Time - Experienced
Academic / Research
Program Manager II/Senior Manager Center Customer Service and Education
Work independently under the direction of the CIBMTR Data Operations Program Director to manage the areas of center customer service and education, training including meeting support, continuous process improvement and consecutive reporting and project coordination efforts.
Manages the CIBMTR Center Customer Service and Education development, training and project coordination.
Manages a bi-campus team with responsibilites focused on customer service, center support, education and training as well as coordination of data management projects.
Works collaboratively with the Scientific Directors and other Clinical staff to coordinate service and support to centers as well as development of materials for ongoing education and training intitiatives including meeting support.
Manage project coordinators efforts associated with study/project specific requirements.
Manage clinical research assistants supporting team activities, including data entry.
Oversees Continuous Process Improvement and consecutive reporting initiatives.
Oversees training efforts, internal and external, associated with collecting high quality data.
Responds to clinical queries from Clinical Research Coordinators and the Audit Team.
Works collaboratively with the Senior Manager of Data Capture and the Senior Manager of Data Quality and Compliance to ensure good communication between Data Operations teams.
Works collaboratively with CIBMTR operational teams to ensure good communication and efficiency throughout the organization.
Conducts progress reviews and provides reports and metrics regarding customer service and education efforts.
Supervises a team of individuals involved in customer service and education, training, meeting and project coordination efforts.
Works with a meeting team and oversees the agenda and implementation of the annual Data Management Meeting at the Transplant and Cellular Therapies meetings.
Advises and informs Senior Leadership regarding data development issues that impact the CIBMTR.
Knowledge – Skills – Abilities
Excellent oral and written communication skills are essential. Clinical experience in the area of Blood and Marrow Transplantation (BMT). Strong critical thinking, problem solving and attentiveness to detail required. Strong computer skills. Demonstrated project management and knowledge of regulatory and quality management principles.
Building: Clinical Cancer Center
Reports to (Title): CIBMTR Data Operations Program Director
Direct Reports (Titles): Program Staff
Collaborates with (Titles): CIBMTR Milwaukee management and leadership, CIBMTR Minneapolis management and leadership
Appropriate education and/or experience may be substituted on equivalent basis
Minimum Required Education: Bachelor’s degree
Minimum Required Experience: 8 years in a position with increasing responsibilities.
Preferred Education: Clinical sciences
Preferred Experience: Experience with program management in a medical or educational environment preferred
Field: Clinical experience in Blood & Marrow Transplant (BMT), oncology or hematology as an RN, NP or PA.
Certification: CITI training required within 90 days of hire.
Grade Name 18
Full-Time Equivalent 1.0
FLSA Status Exempt
FLSA Test Administrative
Workweek Full-time role with expectations for coverage during core business hours and flexibility required as necessary to accommodate business needs.
Job ID 263
Job Name Manager
Position Category Professional Services
Complexity – requires sound judgment; leads difficult and involved planning of initiatives
Impact – errors may result in extensive damage; constant attention to accuracy required
Autonomy – individual responsible for completion of work; seeks supervision as appropriate
Communication – involved in frequent conflict resolution; communicates with senior leaders
Responsibility – influences others
Confidentiality – confidential information used frequently to make decisions
Leadership – prioritizes work of others or may provide supervision.
Work requires occasionally lifting moderate weight materials, standing, or walking continuously.
Little or no exposure to hazards such as dust, fumes, or extreme temperatures, airborne or blood borne pathogens, extreme temperatures, or allergens.
Ability to detect and translate speech or other communication required. May occasionally require the ability to distinguish colors and perceive relative distances between objects.
Occasional exposure to dust, noise, temperature changes, or contact with water or other liquids. Work is performed in an environmentally controlled environment.
Exhibit confidentiality, honesty, and actions that build trust and strengthen relationships. Listen to others and effectively communicate in a clear and concise manner through written and verbal communication. Demonstrate respect and commitment to the values of diversity and equity; seek out and incorporate diverse perspectives into decision making.
Excellence and Creativity
Exhibit initiative and ingenuity by taking ownership of tasks to proactively improve services, avoid problems, or develop opportunities. Generate novel and valuable ideas to impact institutional missions.
Identify and implement new methods to increase efficiency and quality.
Education and Development
Displays an ongoing commitment to continuous learning and self-improvement in one's area of responsibility. Actively seek out mentorship and learning opportunities that can be applied to current and future work activities. Develop and maintain professional affiliations. Participate in design, development, and/or evaluation of instructional materials, methods, courses, or programs.
Agility and Judgment
Remain flexible and versatile in rapidly changing environment and adapt quickly to changing circumstances. Change behavioral style or method of approach when necessary to achieve a goal. Make timely and sound decisions based on analysis of information, experience, and logic. Show reliability and accountability in the successful completion of all work.
Stewardship and Institutional Citizenship
Support transformational change to achieve institutional vision and strategies. Be an active and thoughtful participant in institutional initiatives, meetings, and committee work. Conserve resources and use in an efficient and cost-effective manner across all institutional missions. Look for ways to improve and promote quality within area of influence.
Employment in this position may be contingent upon successfully completing a background and criminal history check, caregiver background check in accordance with the Wisconsin Caregiver Background Check
Law, physical examination, and / or driving record check.
Equal Opportunity Employer
The Medical College of Wisconsin is an affirmative action / equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, veteran status, disability, or sexual orientation.
Diversity and Inclusion
The Medical College of Wisconsin defines diversity as a commitment to recognizing and appreciating the variety of individual differences in an environment that promotes and celebrates individual and collective achievement. The diversity of MCW continues to be an important source of innovative ideas and creative accomplishments.
Employees that have access to MCW, affiliate, subsidiary, or student data or Protected Health Information
(PI), or research protected information are obligated to protect the confidentiality and proper use and access of this information in order to prevent loss, misuse, unauthorized access, unnecessary identification, or security breaches.
This job description is not an employment contract and the Medical College of Wisconsin may modify this document at any time. This document is intended to indicate the types of tasks and levels of skill, effort, and responsibility required by positions assigned this title. This information shall not be construed as a declaration of the specific duties and responsibilities of any particular position. It is not intended to limit or modify the right of any supervisor to assign, direct, and control the work of direct reports. The functions described are not to be interpreted as exclusive or all-inclusive of the various functions performed.
Internal Number: PM II Data Opps 5500
About CIBMTR (Center for International Blood and Marrow Transplant Research) at the Medical College of WI
The CIBMTR is dedicated to improving survival, treatment, and quality life for transplant patients. With more than 1,200 publications, the CIBMTR conducts practice changing research that helps patients and physicians.