Shamili Bharathi S
Chennai
Summary
Dynamic Investigator Payment Supervisor at ICON Clinical Research, adept at enhancing payment processes and leading teams to exceed compliance standards. Skilled in payment processing and problem-solving, I drive efficiency and accuracy while fostering collaboration. Recognized for mentoring talent and achieving service excellence, I am dedicated to delivering impactful results.
Overview
14
14
years of professional experience
Work History
Investigator Payment Supervisor
ICON Clinical Research India Pvt Ltd
03.2023 - Current
- Leading a team of five Investigator Coordinators, managing their daily performance, ensuring accuracy, timeliness, and compliance with contracts and regulations.
- Overseeing the calculation, tracking, and processing of payments to investigators and clinical sites across multiple studies and regions.
- Oversee and be accountable for the quality of the payments in the studies assigned to the team to ensure they are effective, meeting agreed timelines, expectations, and in accordance with Investigator Payment Group Regulations (KPI, WPS, and SOPs).
- Collaborating with clinical teams, finance, and legal departments to ensure alignment and compliance with payment terms and agreements.
- Identifying opportunities for process improvements, and implementing strategies to enhance the efficiency and accuracy of payment operations.
- Providing leadership and guidance to the investigator payments team, ensuring effective workload management, and fostering a collaborative work environment.
- Resolving payment-related issues and acting as the main point of contact for investigators and sites regarding payment queries.
- Ensuring the performance of the team is aligned with the goals and objectives set for the year to generate metrics in relation to them.
Investigator Payment Co-Ordinator
ICON Clinical Research India Pvt Ltd
05.2019 - 03.2023
- Managing the end-to-end investigator payment process, ensuring accuracy, timeliness, and compliance with contracts and regulations
- A primary responsibility is to support the Payments team with the set-up and maintenance of ICON's payments, as appropriate.
- Ability to decipher necessary information from sponsor-specific documents, including budgets and payment terms in contracts, amendments, and ancillary agreements.
- To support clinical staff in executing accurate, timely, and efficient investigator payments in accordance with investigator contract clients.
- To review payments in line with site contracts, and visit data to ensure sites are paid in a timely, accurate, and efficient manner, and as per contractual terms.
- Be accountable for the quality of how each study assigned is set up and maintained, ensuring payments are correct, and that all work carried out is in accordance with IPG processes and procedures.
- Develop and distribute consolidated monthly payment reports, detailing the status of paid and unpaid sites in the assigned study.
- To escalate payment issues or delays appropriately.
- Resolving payment-related issues and acting as the main point of contact for investigators and sites regarding payment queries
- To set up, organize, and maintain periodical meetings with clinical/study team members to discuss the study status, issues, and requirements.
- Knock off the overpayment due to the amendment of the budget increase, and ensure correct payment to the site.
- Ensure refunds from the site in case of overpayment.
- Liaise with all other ICON departments, such as Clinical, CRA, SSU, Analyst, IT, AP/AR, and Legal, to ensure payment queries are expedited to resolve.
Process Advisor
Barclays Shared Services
09.2012 - 05.2019
- Dealing with the customer queries and complaints
- Making appropriate solutions for the customer complaint and processing payments to the customer
- Responsible for achieving the service level goals with forecasted volumes
- Ensure 100% compliance is adhered to in processing the client requests
- Ensuring that the queries and the complaints are resolved within the agreed SLA
- Assisting the team in resolving complex requests/queries
- Help the department to maintain the quality of cases been dealt
- As QC agent, provide necessary feedback to the processing agents to ensure quality outcome is provided
- Help SME to identify trends and enhance the outcome
- Training new joiners in real-time and classroom training to make them equipped with the process
- Received Ambassador award, Hi-Flyer award and PACE Award for impeccable performance
Customer Service Executive
HCL Technologies
05.2011 - 06.2012
- Ensure Master data related requests are completed within the agreed SLAs
- Process client requests, complaints and concerns on a priority basis
- Responsible for achieving the service level goals with forecasted volumes
- Ensure 100% compliance is adhered to in processing the client requests
- Ensure quality scores are met as per feedback from the Onsite team
- Involved in quality check activities handled by the team as a supervisor
- Responsible for documentation, quality control, sending production e-mails
- Being single point of contact resolving complex requests/queries, end to end e-mail support
- Involved in taking training for the new joiners
- Preparing MI and various reports on different periodic basis
Education
MBA - Finance
Loyola College Twinning Programme, Pondicherry University
01.2014
B.Com - Accounting & Finance
Shir S. S. Shasun Jain College, Madras University
01.2011
Higher Secondary -
Sri R. K. M. Saradha Vidhyalaya Hr. Sec. School/State Board
01.2008
Matriculation -
Sri R. K. M. Saradha Vidhyalaya Hr. Sec. School/State Board
01.2006
Skills
- MS Office
- Payment processing
- Problem-solving ability
- Team and organizing skills
- Relationship Management
- Mentoring
- Coordination and collaboration
- Time management
- Self-motivation and innovation
- Customer service
- Task prioritization
- Quick decision-making
- Dedication
- Sincerity
Additional Qualifications
- Completed ICWAI (Foundation)
- Certification Course in AML- KYC from IIBF
Languages
- English
- Tamil
Personal Information
- Date of Birth: 09/18/91
- Gender: Female
- Nationality: Indian
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge. If you give me an opportunity to work in your esteemed concern, I will prove worthy of my selection and work to the satisfaction of my superiors.
Timeline
Investigator Payment Supervisor
ICON Clinical Research India Pvt Ltd
03.2023 - Current
Investigator Payment Co-Ordinator
ICON Clinical Research India Pvt Ltd
05.2019 - 03.2023
Process Advisor
Barclays Shared Services
09.2012 - 05.2019
Customer Service Executive
HCL Technologies
05.2011 - 06.2012
MBA - Finance
Loyola College Twinning Programme, Pondicherry University
B.Com - Accounting & Finance
Shir S. S. Shasun Jain College, Madras University
Higher Secondary -
Sri R. K. M. Saradha Vidhyalaya Hr. Sec. School/State Board
Matriculation -
Sri R. K. M. Saradha Vidhyalaya Hr. Sec. School/State Board
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