Customer Service Rep. III

Call Center/Customer Service Specialist

The main function of a call center/customer service specialist 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.

Job Responsibilities:

• 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. 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.
• Other Duties: Perform additional tasks as assigned.

Skills: Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills. Ability to work independently and manage ones time. Ability to accurately document and record customer/client information. Previous experience with computer applications, such as Microsoft Word and PowerPoint.

Education/Experience: High school diploma or GED required. 2 years previous customer service experience preferred. Call center / telephone customer support experience. Previous healthcare, medical or laboratory experience. Fluent in Portuguese (Will be required to handle phone calls with Portuguese speaking medical professionals).

EEO "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."