Call Center Representative

Core responsibilities as Call Center Representative include customer service, direct volunteer liaison duties, tracking of referrals, and organization of patient-related study startup activities. In addition as a Call Center Representative, responsibilities include working closely with Call Center Supervisor to ensure completion of daily tasks in the department.

Summary of Essential Job Functions:

· Answer incoming calls from potential volunteers, explain studies, conduct phone interviews per IRB procedures and set appointments for new patients in all outpatient offices or via phone. Enter information into CTMS.

· Calls volunteers referred by Central/National Campaigns & pharmaceutical companies.

· Tracks and maintains call center waitlists and qualified waitlists for upcoming studies.

· Organizes waitlist data into weekly report.

· Follows up with staff, as appropriate, regarding waitlist needs and progress.

· Collects data regarding marketing campaigns, call center trends, and waitlist correlations.

· Be current on all advertising at each site.

· Adheres to GCP and HIPAA guidelines.

· Directs e-mails to appropriate site staff to address patient concerns or questions.

· Answers main telephone extension and fields phone calls and/or schedules appointments with potential clients.

· Miscellaneous responsibilities incidental to the work described therein.

· Accurate documentation of transportation requests on site calendars

· Maintain Volunteer Satisfaction and Professionalism throughout all calls.

· Follow and adhere to communication “scripts” provided to assist in preliminary study qualification and scheduling.

Skills

• Ability to deliver information to caller/patient inquiries professionally.
• Cross reference potential volunteers information provided for appropriate study allocation Strong organizational and time management skills
• Professional verbal and written communication skills
• Ability to project a professional image through telephone interaction.
• Strong interpersonal and communication skills
• Ability to type 30 wpm.
• Excellent computer knowledge.
• Bilingual English/Spanish (preferred)
• 1-3 years as a call center representative (required)
• Able to be on phones for prolonged period of times

Education

High School diploma or equivalent or higher education

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Call center: 2 years (Required)

Work Location: In person