Customer Service Rep. III
Duration: 12 months
Location: Indianapolis IN 46214 Remote- but HM stated 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:
The Senior 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
• Other Duties
o Perform additional tasks as assigned
• Education
o Minimum: High school diploma or equivalent
o Preferred: Associate’s degree and/or Medical Assistant

• Experience & Language Skills
o 1-2 years previous customer service experience preferred
o Call center / telephone customer support experience
o Previous healthcare, medical or laboratory experience

• Required Skills
o Proficient in computer operations and experienced with Windows-based applications
o Highly self-driven with a proactive work ethic
o Excellent verbal communication skills
o Strong attention to detail and effective organizational abilities
o Strong ability to collaborate effectively within a global team environment
o Committed to delivering exceptional customer service
o Demonstrates adaptability in dynamic work environments
o Knowledgeable in medical terminology
o Skilled in investigative and analytical thinking

• Core Competencies
o Focus on clients
o Innovate and change
o Develop self and teams
o Work well with others
o 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: 
1. Good communication 
2. Critical thinker 
3. Good Analytical skills 
4. Highly organized 
5. Fluency in English + Spanish 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 22.00/hr.