Call Center Agent / Call Center Agentess

Call Center Agent - Contract - Baltimore, MD

Are you looking for an opportunity to support groundbreaking clinical research while utilizing your exceptional communication and customer service skills? Proclinical is seeking a Call Center Agent to aid in clinical research studies by ensuring timely recruitment of volunteers for trials.

Primary Responsibilities

This role is essential 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 efficiently meet study goals.

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 effectively prioritize tasks.
• 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.

As a Call Center Agent, your responsibilities will include:

• Handling incoming and outgoing calls and emails related to assigned clinical studies.
• Coordinating with the screening team to schedule appointments and communicate updates to relevant personnel.
• Monitoring recruitment progress and implementing strategies to maximize volunteer participation.
• Providing regular updates to study teams and management on recruitment status.
• Reviewing clinical trial protocols and developing recruitment materials such as scripts and fact sheets.
• Conducting telephone screenings with potential volunteers using study-specific scripts.
• Tracking daily call activity using an automated call distribution system.
• Scheduling screening appointments and maintaining accurate volunteer data in the database.
• Documenting all communications in the Volunteer Database for assigned studies.
• Participating in team meetings to provide recruitment updates and collaborate on strategies.
• Supporting team development and performance through effective communication and feedback.
• Maintaining a positive, results-oriented work environment and fostering teamwork.
• Performing additional tasks as assigned by the Call Center Manager or Management.

Compensation

$21 to $23 per hour. If you are interested in applying to this exciting opportunity, please apply online using the form below. Only applications matching the job profile will be considered.

Proclinical is a leading life sciences recruiter focused on finding exceptional individuals 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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