Call Center Agent - Contract - Baltimore, MD
Looking for an opportunity to support groundbreaking clinical research while using your communication and customer service skills every day?
Proclinical is seeking a Call Center Agent to support clinical research studies by ensuring timely recruitment of volunteers for trials.
Primary Responsibilities:
This role is vital in maintaining compliance with protocols, Good Clinical Practices (GCPs), and other regulations. You will play a key part in managing communication with potential trial participants and coordinating recruitment efforts to meet study goals efficiently.
Skills & Requirements:
- Strong interpersonal, verbal, and written communication skills.
- Excellent organizational and problem-solving abilities.
- Exceptional telephone etiquette and customer service skills.
- Ability to manage high volumes of calls (60-70 per day) and prioritize tasks effectively.
- Flexible and adaptable to new assignments and learning opportunities.
- Willingness to work evenings or weekends as needed.
- Experience in customer service, call centers, or clinical research is preferred.
- High school diploma required; a bachelor's degree in communications, healthcare, or a science-related field is a plus.
The Call Centre Agent's responsibilities will be:
- Handle incoming and outgoing calls and emails related to assigned clinical studies.
- Coordinate with the screening team to schedule appointments and communicate updates to relevant personnel.
- Monitor recruitment progress and implement strategies to maximize volunteer participation.
- Provide regular updates to study teams and management on recruitment status.
- Review clinical trial protocols and develop recruitment materials such as scripts and fact sheets.
- Conduct telephone screenings with potential volunteers using study-specific scripts.
- Track daily call activity using an automated call distribution system.
- Schedule screening appointments and maintain accurate volunteer data in the database.
- Document all communications in the Volunteer Database for assigned studies.
- Participate in team meetings to provide recruitment updates and collaborate on strategies.
- Support team development and performance through effective communication and feedback.
- Maintain a positive, results-oriented work environment and foster teamwork.
- Perform additional tasks as assigned by the Call Center Manager or Management.
Compensation:
If you are having difficulty in applying or if you have any questions, please contact Alex Kelly at a.kelly@proclinical.com
If you are interested in applying to this exciting opportunity, then please click 'Apply' or to speak to one of our specialists please request a call back at the top of this page.
Proclinical is a leading life sciences recruiter focused on finding exceptional people and matching them with the finest positions across the globe. Proclinical is acting as an Employment Agency in relation to this vacancy.
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