Support Coordinator

Job Description

Responsibilities

• Site Communication & Workflow Support
  • 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 via phone and email
  • Serve as a liaison between internal teams and external clients
  • Support the implementation of global processes and procedures
  • Communicate site needs during policy or procedural changes
• Query Resolution
  • Monitor and resolve accession holds, escalating delays to the Supervisor and Project Manager
  • Update databases with relevant information and communicate additional testing needs
  • Investigate and respond to project-related inquiries
• Compliance & Documentation
  • Document service failures, resolve issues, and escalate unresolved cases to management
  • Adhere to management communications, meetings, and Standard Operating Procedures (SOPs)
  • Track and report workflow metrics as required
• Training & Development
  • Maintain training folders and update documentation
  • Complete onboarding and all mandatory corporate and departmental training
  • Attend required meetings and participate in ongoing training related to process and system updates

Minimum Qualifications:

• High school diploma
• One year customer service experience
• Bilingual, English and Brazilian Portuguese

Preferred Qualifications:

• Associate’s degree and/or Medical Assistant
• 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 experienced with Windows-based applications
• Highly self-driven with a proactive work ethic
• Excellent verbal communication skills
• Strong attention to detail and effective organizational abilities
• Strong ability to collaborate effectively within a global team environment

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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