Investigator Support

About the position The Investigator Support Coordinator is responsible for the communication and support of investigative sites including managing incoming and/or outgoing telephone contact. The coordinator will also resolve accession holds as assigned by working with sites project management and data revision personnel. The coordinator will provide results to site staff by telephone or fax. Notifying investigator sites sponsors and affiliates of laboratory results sponsor determined flags and test cancellations as defined in the Statement of Work SOW Monitoring tracking and resolving accession holds and informing the Supervisor and the associated Project Manager of any delays Updating the database with appropriate information and informing personnel of additional testing needs. Supporting sites and sponsor with project related questions via phone and email Effective and timely adherence to management communications meetings and Standard Operating Procedures SOP Assisting and supporting in the implementation of global processes and procedures Tracking and reporting metrics as determined by management in the agreed timelines Documenting all service failures resolving and escalating to management when appropriate resolution is incomplete Acting as a liaison for both internal and external clients Communicating investigator site needs when new policies or procedures are discussed Instilling a culture where patient safety is top priority Promptly addresses patient safety issues and escalates as needed for resolution Ensuring the investigators needs are explored prior to implementation of new processes and procedures

Responsibilities

• Communication and support of investigative sites including managing incoming and/or outgoing telephone contact
• Resolve accession holds as assigned by working with sites project management and data revision personnel
• Provide results to site staff by telephone or fax
• Notifying investigator sites sponsors and affiliates of laboratory results sponsor determined flags and test cancellations as defined in the Statement of Work SOW
• Monitoring tracking and resolving accession holds and informing the Supervisor and the associated Project Manager of any delays
• Updating the database with appropriate information and informing personnel of additional testing needs.
• Supporting sites and sponsor with project related questions via phone and email
• Effective and timely adherence to management communications meetings and Standard Operating Procedures SOP
• Assisting and supporting in the implementation of global processes and procedures
• Tracking and reporting metrics as determined by management in the agreed timelines
• Documenting all service failures resolving and escalating to management when appropriate resolution is incomplete
• Acting as a liaison for both internal and external clients
• Communicating investigator site needs when new policies or procedures are discussed
• Instilling a culture where patient safety is top priority
• Promptly addresses patient safety issues and escalates as needed for resolution
• Ensuring the investigators needs are explored prior to implementation of new processes and procedures

Requirements

• Fluency in English Spanish
• Ability to work 10am - 7pm EST shift
• Ability to work 1 Saturday a Month
• Strong job tenure (need 1 year in each role, prefer no more than 3 jobs in 5 years)
• Customer service skills
• Self-motivated with strong verbal skills
• Attention to detail and good organizational skills

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

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