Job Description

Call Center Agent is a business crucial role in ensuring panels of volunteers for clinical research studies conducted at the Parexel Baltimore and Los Angeles Early Phase Clinical Units (EPCUs) are filled on time and are in compliance with all sponsor protocols, Good Clinical Practices (GCPs), EPCU Standard Operating Procedures (SOPs), and any other applicable regulations. The person in this position ensures that all departmental work is timely, efficient, and of the highest quality.

Your Activities:

• Coordinating all aspects of incoming and outgoing calls and emails as they relate to specific assigned studies
• Interfacing with the screening team regarding screening appointment dates/times and communicating this information to all relevant call-center personnel
• Communicating and coordinating status of recruitment efforts within the call-center and initiating any increased efforts to maximize recruitment for assigned studies
• Providing regular updates to the study team and management on recruitment progress
• Reviewing clinical trial protocols and developing study specific recruitment documents – e.g., telephone scripts, study fact sheets, call strategies, etc.
• Telephone screening potential trial volunteers according to study specific telephone scripts and the daily recruitment strategy
• Handling incoming and outgoing calls to potential volunteers and closely track daily activity utilizing the Cisco Enterprise Contact Center (automated call distribution system)
• Scheduling screening appointments and record appropriate volunteer data in ClinBase™
• Undertaking the full range of duties relevant to the management and development of the team to ensure their performance meets and or exceeds both the business and their own personal goals/objectives
• Participating in formal staff review processes e.g. performance and salary reviews to corporate standards and timescales
• Various other projects/duties as assigned by the Call-Center Manager or Management based on company need

Your Profile:

• Customer service experience and client focused approach to work
• A flexible attitude with respect to work assignments and new learning
• Willingness to work in a matrix environment and to value the importance of teamwork
• Ability to work evenings or weekends as projects dictate
• 1-2 years of call-center, customer service, or clinical research related work experience
• High School Diploma required
• Bachelor’s degree in communications, healthcare, or science related field preferred

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