Customer Service Rep. II

Mindlance; Indianapolis (IN); Remote; USD 40,000 - 50,000; Full time

Job summary

Join a leading global life sciences company as an Investigator Support Coordinator, where you'll support investigative sites and manage communication effectively. This fully remote role requires strong customer service and organizational skills, with opportunities for personal and professional growth.

Benefits

Great benefits

Global experience

Opportunity to work independently

Qualifications

• 2 years of customer service experience over the phone.

Responsibilities

• Communicating and supporting investigative sites.
• Notifying sites of laboratory results and cancellations.
• Tracking and resolving accession holds.
• Acting as a liaison for clients.

Skills

Customer service skills

Self-motivation

Verbal skills

Attention to detail

Organizational skills

Adaptability

Problem-solving skills

Fluency in English

Fluency in Portuguese

Fluency in Spanish

Education

High school diploma

Job description

Job Description

If you are looking for a company where you can personally advance healthcare and make a difference in people's lives with your bold ideas and unique point of view, consider working at Labcorp as an Investigator Support Coordinator.

The Investigator Support Coordinator is responsible for the communication and support of investigative sites, including managing incoming and/or outgoing telephone contact. The coordinator will also resolve accession holds by working with sites, project management, and data revision personnel. The coordinator will provide results to site staff via telephone or fax.

In more detail, you will be...

1. Notifying investigator sites, sponsors, and affiliates of laboratory results, sponsor-determined flags, and test cancellations as defined in the Statement of Work (SOW).
2. Monitoring, tracking, and resolving accession holds and informing the Supervisor and the Project Manager of any delays.
3. Updating the database with appropriate information and informing personnel of additional testing needs.
4. Supporting sites and sponsors with project-related questions via phone and email.
5. Adhering effectively and timely to management communications, meetings, and Standard Operating Procedures (SOP).
6. Supporting the implementation of global processes and procedures.
7. Tracking and reporting metrics as determined by management within the agreed timelines.
8. Documenting all service failures, resolving them, and escalating to management when appropriate resolution is incomplete.
9. Acting as a liaison for both internal and external clients.
10. Communicating investigator site needs when new policies or procedures are discussed.
11. Promoting a culture where patient safety is the top priority.
12. Promptly addressing patient safety issues and escalating as needed for resolution.
13. Ensuring investigator needs are explored prior to implementing new processes and procedures.

Note: Saturday shifts are required several times per year. Work hours are 10 am - 7 pm EST. This is a fully remote position.

Thrive personally and professionally at Labcorp.

Working at Labcorp, you'll grow in our learning-based culture, responding and adapting as the industry evolves. Here, you'll put your education to work, playing a meaningful role in advancing healthcare and making a difference in people's lives.

Labcorp offers great benefits, global experience, and the opportunity to work independently within a team-oriented environment.

What we’re looking for

Investigator Support Coordinators who are successful at Labcorp typically have:

• Customer service skills
• Self-motivation and strong verbal skills
• Attention to detail and good organizational skills
• The ability to handle multiple tasks and distractions professionally
• Adaptability and problem-solving skills
• Ability to work independently and as part of a team
• Fluency in English + Portuguese and/or Spanish
• Experience in the pharmaceutical industry is an advantage

Get to know Labcorp

At Labcorp, we believe in the power of science to change lives. We are a leading global life sciences company delivering answers for crucial health questions. Through diagnostics and drug development capabilities, we provide insights and accelerate innovations that empower patients, providers, and transform ideas into innovations.

Join our more than 60,000 employees serving clients in over 100 countries, making a real impact on people's lives.

Education requirements

High school diploma with 2 years of customer service experience over the phone.

EEO:

Mindlance is an Equal Opportunity Employer and does not discriminate based on Minority, Gender, Disability, Religion, LGBTQI, Age, or Veterans status.

About the company

Mindlance is one of the largest diversity-owned staffing firms in the US. We provide staffing services across various sectors including Technology, Engineering, Digital/Creative/Marketing, Clinical Research, Scientific, Finance, and Payroll Management to Global 1000 companies in the US, Canada, and India.