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Customer Service Jobs in Indianapolis, IN

Customer Service Rep. III

Mindlance

Seattle, IN

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JOB DETAILS
SKILLS
Call Centers, Clinical Laboratory, Communication Skills, Customer Escalations, Customer Support/Service, Detail Oriented, Establish Priorities, Healthcare, Interpersonal Skills, Laboratory, Metrics, Onboarding, Operations, Patient Safety, Portuguese Language, Presentation/Verbal Skills, Problem Solving Skills, Project/Program Management, Record Keeping, Standard Operating Procedures (SOP), Statement of Work (SOW), Systems Maintenance, Writing Skills
LOCATION
Seattle, IN
POSTED
6 days ago
Summary:
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.”

About the Company

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Mindlance

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