Client Services Coordinator II
Labcorp
Summary
Labcorp is seeking a Patient Support Coordinator II to join our team. The Patient Support Coordinator is a key member of the operations team, responsible for delivering technical monitoring and patient support for decentralized trial visits. This role requires regular interaction with patients, investigator sites, and cross-functional teams to ensure smooth execution of trial activities and a high-quality participant experience.
Job description
Essential Job Duties
Patient & Investigator Communication
- Initiate outbound calls to patients, caregivers, and healthcare providers as needed.
- Answer inbound calls, address inquiries, and redirect as appropriate, serving as the first line of support for general equipment troubleshooting and patient/provider questions.
- Document all actions, interactions, and outcomes in the electronic portal.
Patient Visit Coordination
- Schedule patient visits and manage related communications, including reminders, cancellations, and rescheduling.
- Place kit orders and manage kit tracking and inventory.
- Create lab orders and assist with follow-up on equipment orders as needed.
- Support query resolution and adverse event reporting.
- Provide Tier 2 oversight of patient sample collections.
Technical Monitoring & Support
- Provide day-to-day technical monitoring of individual patient activity (report-only; no data interpretation or clinical management).
- Train and support patients, caregivers, and site staff on equipment, the web portal, and mobile applications.
Operational Excellence
- Maintain availability and remain online as required by the schedule.
- Attend individual, weekly, and monthly chats, huddles, and team meetings.
- Support reporting and communication needs across operational teams.
- Adapt to change productively and complete all other assigned duties.
Professionalism & Work Style
- Maintain a calm, empathetic, and professional demeanor in all interactions.
- Communicate clearly and effectively, using concise and grammatically correct language.
- Tailor responses to each patient's unique needs.
- Demonstrate accountability, urgency, and strong attention to detail.
- Excel in both structured, collaborative environments and independent work.
- Act as a proactive problem solver with consistent follow-through.
Requirements
- High School Diploma
- One year previous customer service, volunteering, or other customer/patient facing experience
- Exceptional verbal and written communication skills
- Strong attention to detail and excellent organizational abilities
- Collaborative team player
- Ability to manage multiple tasks, competing priorities, and frequent interruptions
- Computer literate, with familiarity using Windows-based applications and common productivity tools
- Ability to efficiently navigate between multiple computer programs with speed and accuracy
- Reliable and punctual, consistently adhering to schedules and meeting deadlines
Benefits
- Medical, Dental & Vision
- Life Insurance
- Short Term Disability
- Long Term Disability
- 401(k)
- Paid Time Off
- Flexible Time Off
- Tuition Reimbursement
- Employee Stock Purchase Plan
Company overview
Labcorp (Laboratory Corporation of America Holdings) is a global leader in life sciences and diagnostics, providing comprehensive clinical laboratory services and end-to-end drug development solutions. Founded in 1978 and headquartered in Burlington, North Carolina, the company operates one of the world's largest clinical laboratory networks, serving patients, physicians, hospitals, and pharmaceutical companies worldwide. Labcorp's services encompass a wide range of diagnostic testing, including routine and esoteric tests, as well as clinical trial management, central laboratory services, and biomarker development. The company plays a critical role in healthcare by delivering vital information that enables better medical decisions, supports drug development, and improves patient outcomes. With a strong focus on innovation and technology, Labcorp continues to advance precision medicine and transform healthcare through data-driven insights.