Invest Support Coord Inter

Job Overview:

The Investigator Support Coordinator is responsible for communication and support of investigative sites, including managing incoming and/or outgoing telephone contact. The coordinator will also resolve accession holds as assigned by working with sites, project management, and data revision personnel. The coordinator will provide results to site staff by telephone or fax.

Responsible and accountable for:
  • Notifying investigator sites, sponsors, and affiliates of laboratory results, sponsor determined flags, and test cancellations as defined in the Statement of Work (SOW).
  • Monitoring, tracking, and resolving accession holds and informing the Supervisor and the associated Project Manager of any delays.
  • Updating the database with appropriate information and informing personnel of additional testing needs.
  • Support sites and sponsor with project related questions via phone and email
  • Effective and timely adherence to management communications, meetings, and Standard Operating Procedures (SOP).
  • Assists and supports in the implementation of global processes and procedures.
  • Tracks and reports metrics as determined by management in the agreed timelines.
  • Document all service failures, resolve, and escalate to management when appropriate resolution is incomplete.
  • Act as a liaison for both internal and external clients.
  • Communicates investigator site needs when new policies or procedures are discussed
  • Instills a culture where patient safety is top priority
  • Promptly address patient safety issues and escalates as needed for resolution.
  • Ensures the investigator's needs are explored prior to implementation of new processes and procedures.
  • Ability to work independently


Minimum Required:

  • Self-motivated
  • Strong verbal skills
  • Attention to detail and good organizational skills
  • Team player
  • Ability to handle multiple tasks and multiple distractions while maintaining a professional manner
  • Flexible Customer service
  • Adaptability skills


  • Computer literate and familiar with Windows based applications
  • 2 years' previous customer service experience preferred
  • Previous healthcare, medical or laboratory experience
  • Two/four-year degree and/or Medical Assistant
  • Call center / telephone customer support experience
  • Familiar with medical terminology
  • Investigational skills


Minimum Required:

  • 1-2 year's previous customer service experience

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