Job Title

Customer Service Rep. III Duration: 12 months Location: Indianapolis IN 46214 Remote. The recruiter states if they live close to Indianapolis, she would like to see those resumes, but remote is fine. She is open to candidates outside of Indiana, but will need to work the hours below. Shifts may be required for this role. Work hours may differ during training period and post training when released wholly or partially to work on tasks. Expected post-training hours are 10-7 pm EST. May be required to work overtime and during chosen Saturdays or from Tuesday to Saturday. Description Patient Safety Prioritize patient safety in all daily operations Promptly escalate any patient safety concerns for resolution 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 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 and collaborate with global teams for resolution; elevate unresolved issues to management Review Standard Operating Procedures (SOPs) and related documents in a timely manner Mentorship Role Serve as Mentor by guiding and supporting Site Support Assistant Share expertise, experience, and best practices to facilitate the mentee's skill development and expand their knowledge base Assist mentees in setting realistic and achievable goals and developing action plans 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 Other Duties Perform additional tasks as assigned Education Minimum: High school diploma or equivalent Preferred: Associate's degree and/or Medical Assistant Experience & Language Skills 1-2 years previous customer service experience preferred Call center / telephone customer support experience Previous healthcare, medical or laboratory experience Required Skills 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 Committed to delivering exceptional customer service Demonstrates adaptability in dynamic work environments Knowledgeable in medical terminology Skilled in investigative and analytical thinking Core Competencies Focus on clients Innovate and change Develop self and teams Work well with others Gets it done Working Conditions Work may be performed remotely or on-site, subject to business requirements and management discretion Tasks involve sitting in front of a terminal for many hours during the working day Required to work on more than one project at a time requiring prioritization and completion of work to meet timelines Required Skills Good communication Critical thinker Good Analytical skills Highly organized Fluency in English + Spanish #J-18808-Ljbffr