Investigator Support Coordinator I

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist investigator sites through efficient communication and telephone interactions.

• Address accession holds in collaboration with internal teams.

• Convey laboratory results through phone or fax.

• Prioritize patient safety and swiftly escalate any concerns.

• Inform investigator sites, sponsors, and affiliates of lab results, sponsor-designated flags, and test cancellations in accordance with the Statement of Work.

• Address project-related inquiries from sites and sponsors via phone and email.

• Act as a liaison between internal teams and external clients.

• Aid in the implementation of global processes and procedures.

• Communicate site requirements during changes in policy or procedures.

• Monitor and resolve accession holds, escalating delays to the Supervisor and Project Manager.

• Update databases and relay additional testing requirements.

• Investigate and respond to inquiries related to projects.

• Document service failures, resolve issues, and escalate unresolved cases to management.

• Track and report on workflow metrics.

• Maintain training folders and revise documentation.

• Complete onboarding and mandatory training, attend meetings, and engage in ongoing training.

⛳️ Requirements

• High school diploma.

• One year of customer service experience.

• Fluency in both English and Brazilian Portuguese.

• Preferred: Associate’s degree and/or Medical Assistant qualifications.

• Preferred: Two years of customer service experience.

• Preferred: Two years of call center or telephone customer support experience.

• Preferred: Two years of experience in healthcare, medical, or laboratory settings.

• Commitment to delivering exceptional customer service.

• Familiarity with medical terminology.

• Strong investigative and analytical thinking skills.

• Proficiency in computer operations and Windows-based applications.

• Excellent verbal communication skills.

• Strong attention to detail and organizational skills.

• 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.