26 Labconnect Customer Service Representative Jobs Hiring Near You

Job Summary

The Project Coordinator is responsible for collaborating with the Project Managers, internal LabConnect departments, sites, sponsors, with daily ongoing clinical trial study projects, requests, and specifications:

Essential Duties and Responsibilities

• Ensures appropriate communication channels are maintained with Sponsors and Contract Research Organizations as the Secondary Project Contact
• Promptly responds to interactions with Project Managers, internal LabConnect departments, sites, & sponsors.
• Updates all on-going project status to Project Managers as needed and monthly to direct manager. 
• Provides support for investigation and resolutions for Quarantine samples as needed.
• Interfaces with, but not limited to, the following: Project Management, Sponsors, investigator sites, reference laboratories, Investigator Support Services, Clinical Trial Materials, Information Technology, Data Management personnel, and Executive Leadership Team.
• Updates and maintains Study specific Site Lists containing vital site information that is utilized by multiple departments.
• Verifies that Investigator’s Site information is accurate and up to date in all applicable databases.
• Generates Lab Report Access Forms for anyone seeking access to Lab Reports
• Receives, verifies, and processes all returned Lab Report Access Forms, including but not limited to: ensuring forms are filled out properly, filed on SharePoint in study specific folder, and submission to the Quality Control Process 
• Provides response on supply requests, corrections, patient reports, and other inquiries and concerns. Requests project management assistance, when necessary.
• Documents meeting minutes & maintains the Project Dashboard Tracker spreadsheet and allows for edits from the Project Manager to be provided and distributed to attendees within 24-48 hours.
• Addresses escalated 4th day site queries & Double Data Entry quires through communication with the investigator site, sponsor, & PM contacts.
• Manages Study Closure Protocol notes as needed in applicable database.
• Completes and Submits Work Order requests to our Clinical Trial Materials department as requested.
• Provides study-specific (non-client facing) management reports to clients on a reoccurring basis.
• Facilitates distribution of study documents, such as the distribution of site memos to sites and sponsors, at the request of Project Managers.
• Manages Portal User Account Access in applicable system, including but not limited to creating, adjusting, and deactivating user’s access.
• Supports Study Set Up Managers with study set up tasks that include but are not limited to:
• Creation of SalesForce Projects, Updating SalesForce tasks/milestones/project health/Opportunity Amendments
• Creation of study specific email addresses.
• Creation of study in Replicon
• Exhibits an understanding of each protocol from a Project Coordinator’s perspective.
• Serves as a reference point for clinical investigators, handling questions, concerns, and complaints.
• Performs other related duties and tasks as necessary or as assigned.

Education and Experience

• Required: We’re looking for someone who shines in customer service, stays organized, communicates well, juggles multiple tasks with ease, and connects naturally with others.

• Preferred (but not required):

• Bachelor’s or associate degree
• University program certificate
• 2–4 years of relevant lab experience
• Experience or training in the clinical trial industry
• Or any combination of the above!

Skills and Ability

• Language Ability

• Must possess the ability to read, analyze, and interpret general business periodicals, professional journals, or technical procedures. Must be able to draft clear and effective business communications. The ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public is necessary.

• Math Ability
• Basic math proficiency required, no advanced math knowledge necessary.

• Reasoning Ability
• The ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists is necessary. The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form is preferred.
• Computer Skills
• Office applications, word processing software, spreadsheet software, and database software.
• To perform this job successfully, an individual should have advanced knowledge of Microsoft.

Supervisory Responsibilities: None

Physical Demands:

Remote/Hybrid, Other Desk-Based Roles

While performing the duties of this job, the occupant is regularly required to:

• Prolonged periods of sitting at a desk and working on a computer.
• Prolonged use of computer and headphones for conference calls.
• Communicate effectively via phone, video, and email.
• Use hands and fingers to operate a computer and other office equipment.

Travel Requirements: None

One Global Team

At LabConnect, we are proud to be one global team: united by our shared mission to advance clinical trials through innovation, agility, and collaboration. We believe that our people are our greatest asset, and we are committed to fostering a workplace that reflects our core values: People First, Quality Focused, Customer Centered, Technology Driven, and Accountability Always.

LabConnect is an Equal Opportunity Employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), creed, national origin, age, disability, genetic information, veteran status, or any other legally protected status. We are committed to cultivating a workplace that is safe, equitable, and respectful for all. Together, as one global team, we strive to ensure that every individual has the opportunity to thrive and contribute to our shared success.

This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform other related duties as may be required by their supervisor.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.