Customer Service Rep. III
Spectraforce Technologies, Indianapolis, IN, United States
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
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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