Portuguese Bilingual CSR

Aston Carter•Indianapolis, IN

1d•$22 - $22•Remote

About The Position

The Investigator Support Assistant is responsible for supporting investigator sites through effective communication managing phone interactions resolving accession holds in coordination with internal teams and delivering results via phone or fax. - Patient Safety o Prioritize patient safety in all daily operations o Promptly escalate any patient safety concerns for resolution - Site Communication Workflow Support o Notify investigator sites sponsors and affiliates of lab results sponsor-designated flags and test cancellations per the Statement of Work SOW o Respond to project-related inquiries from sites and sponsors via phone and email o Serve as a liaison between internal teams and external clients - Query Resolution o Monitor and resolve accession holds escalating delays to the Supervisor and Project Manager o Update databases with relevant information and communicate additional testing needs o Investigate and respond to project-related inquiries - Compliance Documentation o Document service failures and collaborate with global teams for resolution escalate unresolved issues to management o Review Standard Operating Procedures SOPs and related documents in a timely manner - Mentorship Role o Serve as Mentor by guiding and supporting Site Support Assistant o Share expertise experience and best practices to facilitate the mentee's skill development and expand their knowledge base o Assist mentees in setting realistic and achievable goals and developing action plans - Training Development o Maintain training folders and update documentation o Complete onboarding and all mandatory corporate and departmental training o Attend required meetings and participate in ongoing training related to process and system updates 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 - 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

Requirements

Fluency in English/Portuguese
Ability to work 10am - 7pm EST shift Tuesday - Saturday
Ability to work every Saturday
Strong job tenure (need 1 year in each role, prefer no more than 3 jobs in 5 years)

Responsibilities

Prioritize patient safety in all daily operations
Promptly escalate any patient safety 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 via phone and email
Serve as a liaison between internal teams and external clients
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
Document service failures and collaborate with global teams for resolution escalate unresolved issues to management
Review Standard Operating Procedures SOPs and related documents in a timely manner
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
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