Investigator Support Coordinator
Job Summary
The Investigator Support Coordinator I provides essential support to investigator sites by managing communications and resolving accession holds. This role ensures high-quality customer service while prioritizing patient safety in all daily operations. The position involves collaborating with internal and external teams to facilitate efficient laboratory workflow processes.
Responsibilities
- Manage investigator site communications and phone interactions
- Resolve accession holds and project inquiries
- Ensure patient safety and report workflow metrics
- Collaborate with internal and external stakeholders
Required Skills
- Customer service experience
- Medical terminology knowledge
- Analytical and investigative thinking
- Proficiency in Windows-based applications
Job Details
Essential Job Duties:
- Prioritize patient safety in all daily operations and escalate concerns for resolution.
- Notify investigator sites, sponsors, and affiliates of lab results, sponsor-designated flags, and test cancellations per the Statement of Work (SOW).
- Respond to project-related inquiries from sites and sponsors.
- Serve as a liaison between internal teams and external clients.
- Support the implementation of global processes and procedures.
- Monitor and resolve accession holds, escalating delays as needed.
- Update databases with relevant information and communicate additional testing needs.
- Document service failures and adhere to Standard Operating Procedures (SOPs).
- Track and report workflow metrics.
- Maintain training folders and participate in ongoing process and system update training.
Minimum Qualifications:
- High school diploma.
- One year customer service experience.
Preferred Qualifications:
- Associate's degree and/or Medical Assistant certification.
- Two years customer service experience.
- Two years call center/telephone customer support experience.
- Two years healthcare, medical, or laboratory experience.
Additional Job Standards:
- Committed to delivering exceptional customer service.
- Demonstrates adaptability in dynamic work environments.
- Knowledgeable in medical terminology.
- Skilled in investigative and analytical thinking.
- Proficient in computer operations and Windows-based applications.
- Strong verbal communication skills, attention to detail, and organizational abilities.