Investigator Support Coordinator I

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

📋 Description

• Facilitate effective communication with investigator sites.

• Oversee phone interactions.

• Address accession holds in collaboration with internal teams.

• Provide results through phone or fax.

• Emphasize patient safety in daily operations.

• Quickly escalate any patient safety issues.

• Inform investigator sites, sponsors, and affiliates of lab results, sponsor-designated flags, and test cancellations as outlined in the Statement of Work (SOW).

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

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

• Assist in the implementation of global processes and procedures.

• Communicate site requirements during policy or procedural adjustments.

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

• Update databases with pertinent information and relay additional testing needs.

• Investigate and respond to inquiries related to projects.

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

• Comply with management communications, meetings, and Standard Operating Procedures (SOPs).

• Track and report on workflow metrics.

• Maintain training folders and update necessary documentation.

• Complete onboarding and mandatory corporate and departmental training.

• Attend required meetings and engage in ongoing training concerning process and system updates.

⛳️ Requirements

• High school diploma.

• Minimum of one year of customer service experience.

• Proficient in both English and Brazilian Portuguese.

• Familiarity with medical terminology.

• Competent in computer operations and experienced with Windows-based applications.

• Strong verbal communication skills.

• Excellent attention to detail and effective organizational skills.

• Ability to collaborate successfully within a global team environment.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Short-term disability (STD).

• Long-term disability (LTD).

• 401(k).

• Paid Time Off (PTO) or Flexible Time Off (FTO).

• Tuition Reimbursement.

• Employee Stock Purchase Plan.