Job Title: Customer Service Representative 10am-7pm EST shift

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

Responsibilities

• Notify investigator sites, sponsors, and affiliates of laboratory results, sponsor-determined flags, and test cancellations as defined in the Statement of Work (SOW).
• Monitor, track, and resolve accession holds, informing the associated Project Manager of any delays.
• Update the database with appropriate information and inform personnel of additional testing needs.
• Support sites and sponsors with project-related questions via phone and email.
• Assist and support in the implementation of global processes and procedures.
• Track and report metrics as determined by management within agreed timelines.
• Document all service failures, resolve, and escalate to management when appropriate resolution is incomplete.
• Act as a liaison for both internal and external clients.
• Communicate investigator site needs when new policies or procedures are discussed.
• Promptly address patient safety issues and escalate as needed for resolution.
• Ensure investigator needs are explored prior to the implementation of new processes and procedures.

Essential Skills

• Experience working in call center
• Self-motivation with strong verbal skills.
• Attention to detail and good organizational skills.
• Ability to handle multiple tasks and distractions while maintaining a professional manner.
• Fluency in English & French.

Additional Skills & Qualifications

• Ability to work the 10 am - 7 pm EST shift.

Work Environment

This is a fully remote position with work hours from 10 am to 7 pm EST. A Saturday shift is required several times per year.