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