Customer Service Rep. III

Labcorp is a leading global life sciences company that delivers answers for crucial health questions. The Investigator Support Coordinator is responsible for communication and support of investigative sites, managing telephone contacts, and resolving accession holds while providing results to site staff.

Responsibilities:

• Notifying investigator sites, sponsors, and affiliates of laboratory results, sponsor determined flags, and test cancellations as defined in the Statement of Work (SOW)
• Monitoring, tracking, and resolving accession holds and informing the Supervisor and the associated Project Manager of any delays
• Updating the database with appropriate information and informing personnel of additional testing needs
• Supporting sites and sponsor with project related questions via phone and email
• Effective and timely adherence to management communications, meetings, and Standard Operating Procedures (SOP)
• Assisting and supporting in the implementation of global processes and procedures
• Tracking and reporting metrics as determined by management in the agreed timelines
• Documenting all service failures, resolving, and escalating to management when appropriate resolution is incomplete
• Acting as a liaison for both internal and external clients
• Communicating investigator site needs when new policies or procedures are discussed
• Instilling a culture where patient safety is top priority
• Promptly addresses patient safety issues and escalates as needed for resolution
• Ensuring the investigator’s needs are explored prior to implementation of new processes and procedures

Requirements:

• High school diploma with 2 years customer service experience over the phone
• Customer service skills
• Self-motivated with strong verbal skills
• Attention to detail and good organizational skills
• Ability to handle multiple tasks and multiple distractions while maintaining a professional manner
• Adaptability skills
• Problem solving skills
• Being a team player with an ability to work independently
• Fluency in English + Spanish
• Experience in the pharmaceutical industry is an advantage