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Investigator Support Coordinator I

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Job Description:

  • Support investigator sites through effective communication and phone interactions
  • Resolve accession holds in coordination with internal teams
  • Deliver laboratory results via phone or fax
  • Prioritize patient safety and promptly escalate concerns
  • Notify investigator sites, sponsors, and affiliates of lab results, sponsor-designated flags, and test cancellations per the Statement of Work
  • Respond to project-related inquiries from sites and sponsors via phone and email
  • Serve as a liaison between internal teams and external clients
  • Support implementation of global processes and procedures
  • Communicate site needs during policy or procedural changes
  • Monitor and resolve accession holds, escalating delays to the Supervisor and Project Manager
  • Update databases and communicate additional testing needs
  • Investigate and respond to project-related inquiries
  • Document service failures, resolve issues, and escalate unresolved cases to management
  • Track and report workflow metrics
  • Maintain training folders and update documentation
  • Complete onboarding and mandatory training, attend meetings, and participate in ongoing training

Requirements:

  • High school diploma
  • One year customer service experience
  • Fluent in both English and Brazilian Portuguese
  • Preferred: Associate’s degree and/or Medical Assistant
  • Preferred: Two years customer service experience
  • Preferred: Two years call center / telephone customer support experience
  • Preferred: Two years healthcare, medical or laboratory experience
  • Commitment to exceptional customer service
  • Knowledge of medical terminology
  • Investigative and analytical thinking skills
  • Proficiency in computer operations and Windows-based applications
  • Excellent verbal communication skills
  • Strong attention to detail and organizational abilities
  • Ability to collaborate effectively within a global team environment

Benefits:

  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Life insurance
  • Short-term disability (STD)
  • Long-term disability (LTD)
  • 401(k) Plan
  • Paid Time Off (PTO) or Flexible Time Off (FTO)
  • Tuition Reimbursement
  • Employee Stock Purchase Plan
  • Opportunities for growth
  • Continuous learning
  • Professional challenges
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