Customer Service Rep. II

Mindlance; Indianapolis (IN); Remote; USD 38,000 - 60,000; Full time

Job summary

A leading global life sciences company is seeking an Investigator Support Coordinator who will facilitate communication and operational support for investigative sites. This fully remote position requires strong customer service skills, attention to detail, and the ability to adapt in a fast-paced environment.

Benefits

Great benefits

Global experience

Learning-based culture

Qualifications

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

Responsibilities

• Communicate lab results to sites and sponsors.
• Monitor and resolve accession holds.
• Provide support for project-related questions.

Skills

Customer service skills

Self-motivated

Attention to detail

Organizational skills

Adaptability

Problem-solving skills

Team player

Fluency in English

Fluency in Portuguese and/or 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 [Company Name] as an Investigator Support Coordinator.

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

In more detail, your responsibilities will include:

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 Project Manager of any delays.
3. Updating the database with relevant 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 promptly to management communications, meetings, and Standard Operating Procedures (SOP).
6. Assisting in the implementation of global processes and procedures.
7. Tracking and reporting metrics as determined by management within the agreed timelines.
8. Documenting service failures, resolving issues, and escalating to management when necessary.
9. Acting as a liaison for 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. Addressing patient safety issues promptly and escalating as needed.
13. Ensuring investigator needs are considered 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 [Company Name]. We foster a learning-based culture where you can grow and respond to industry evolution. Use your education to play a meaningful role in advancing healthcare and making a difference in people's lives. We offer great benefits, global experience, and the opportunity to work independently within a team-oriented environment.

What we’re looking for:

• Customer service skills
• Self-motivated with strong verbal skills
• Attention to detail and good organizational skills
• Ability to handle multiple tasks and distractions professionally
• Adaptability and problem-solving skills
• Team player with ability to work independently
• Fluency in English + Portuguese and/or Spanish
• Experience in the pharmaceutical industry is an advantage

Get to know us:

[Company Name] believes in the power of science to change lives. We are a leading global life sciences company that delivers answers for crucial health questions. Through diagnostics and drug development, we provide insights and accelerate innovations to empower patients, providers, and transform ideas into innovations.

Join our more than 60,000 employees serving clients in over 100 countries as we work together to make 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.