Investigator Support Coordinator II

Labcorp•Indianapolis, IN

3d•$19 - $30•Onsite

About The Position

Labcorp is seeking an Investigator Support Coordinator II. This role involves supporting investigator sites, sponsors, and affiliates by managing laboratory results, exclusion flags, and test cancellations. The position requires monitoring and resolving accession holds, updating databases, and communicating with personnel regarding testing needs. The Investigator Support Coordinator II will also act as a liaison for internal and external clients, addressing project-related questions via phone and email, and ensuring adherence to management communications, meetings, and Standard Operating Procedures (SOPs). This role assists management in implementing global processes and procedures, tracks and reports metrics, and documents and resolves service failures. A key aspect of the role is to instill a culture where patient safety is the top priority, promptly addressing and escalating patient safety issues as needed. The position also involves ensuring investigator needs are explored before new processes are implemented, working independently and in a team-oriented environment, establishing mentor-mentee relationships with temporary or newly hired staff, and building trustworthy relationships with external clients, potentially including key clients. The role requires delivering overviews of the Investigator Support department to other departments and ensuring seamless communication and follow-up with both internal and external clients, providing direct answers and advice when requested, and considering client needs in decision-making. The position supports a culture of continuous improvement, quality, and productivity.

Requirements

1 year experience as Investigator Support Coordinator
1 year previous customer service experience
High school diploma
Computer literate and familiar with Windows based applications
Familiar with medical terminology
Self-motivated
Strong verbal skills
Attention to detail and good organizational skills
Team player
Ability to handle multiple tasks and multiple distractions while maintaining a professional manner
Flexible

Nice To Haves

Two years or more previous customer service experience, call center or telephone customer support experience
Two years or more previous healthcare, medical or laboratory experience
Associate or bachelor’s degree

Responsibilities

Notifying investigator sites, sponsors, and affiliates of laboratory results, exclusion flags, and test cancellations as defined in the Statement of Work (SOW).
Monitoring, tracking, and resolving accession holds and informing the Supervisor and the Project Manager of any delays.
Updating the database with appropriate information and informing personnel of additional testing needs.
Support sites and sponsor with project related questions via phone and email
Effective and timely adherence to management communications, meetings, and Standard Operating Procedures (SOP).
Assists and supports management in the implementation of global processes and procedures
Tracks and reports metrics as determined by management in the agreed timelines.
Document all service failures, resolve, and escalate to management when appropriate resolution is incomplete.
Act as a liaison for both internal and external clients
Communicates investigator site needs when new policies or procedures are discussed
Instills a culture where patient safety is top priority
Promptly address patient safety issues and escalates as needed for resolution
Ensures the investigator’s needs are explored prior to implementation of new processes and procedures.
Ability to work independently
Work in a team-oriented environment
Establishing a Mentor-Mentee Relationship with temp staff/newly hired staff
To build trustworthy relationship with external clients (Sponsor), may be assigned with key clients
Deliver overview about Investigator Support department to other departments as needed
Ensures a seamless communication and follow-up occurs with both internal and external clients
Provide direct answers to both internal and external clients and provide advice when requested
Consider both internal and external clients’ needs when making decisions
Support a culture of continuous improvement, quality and productivity