About this role
Job Overview: The Call Center Coordinator supports participant recruitment through the planning and execution of recruitment strategies using a combination of media and community outreach.
Summary of Responsibilities:
• Train new employees. • Routinely liaise with the Recruitment Supervisor, Screening Supervisor, Physicians and Study/Project Managers. • Backup for Clinical Pharmacology Recruitment SharePoint and liaison with call center. • Setup studies in Recruitment SharePoint based on protocol for all Clinical Pharmacology sites including screening appointments. • Produce study recruitment reports and warm calling lists as required. • Distribute and update recruiting manual. • Notify the Recruitment Supervisor or designee of any concerns or problems in a timely manner. • Liaison with screening department in coordinating all necessary screening information needed for recruitment. • Monitor and assess response to advertising and scheduled screening appointments to adequately meet the number of appointments needed. • Monitor progress of recruitment to management as needed. • Assist with maintaining status updates of all subjects in the database. • Assist with compiling monthly reports for management. • Advise call center staff as needed and review staff’s work to ensure the highest quality work is performed when screening participants for studies. • Monitor call center staff to ensure they maintain exemplary customer service skills to attain a high panel fill rate. • Assist with all recruitment activities on enrolling studies at each Clinical Pharmacology site including creation of advertisements. • And all other duties as needed or assigned.
Qualifications (Minimum Required):
• Associate degree in Communication, Health Administration, or other related field. • Excellent Verbal and written communication skills. • Fortrea may consider relevant and equivalent experience in lieu of educational requirements. • Focus on the Customer. • Innovate and Change. • Pursue Scientific and Process Excellence. • Work with Others. • Achieve Results.
Experience (Minimum Required):
• 3 years call center experience in a medical setting (using medical terminology). • Experience in a medical field is preferred. • Additional experience may be substituted for education requirements.
Physical Demands/Work Environment:
• Office conditions. • Overtime and weekends as required.
Learn more about our EEO & Accommodations request here.