What are the responsibilities and job description for the Call Center Coordinator II position at Fortrea?
Job Overview:
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:
- Train new employees.
- Routinely liaise with the Recruitment Supervisor, Screening Supervisor, Physicians and Study/Project Managers.
- Backup for Clinical Pharmacology Recruitment SharePoint and liaison with call center.
- Setup studies in Recruitment SharePoint based on protocol for all Clinical Pharmacology sites including screening appointments.
- Produce study recruitment reports and warm calling lists as required.
- Distribute and update recruiting manual.
- Notify the Recruitment Supervisor or designee of any concerns or problems in a timely manner.
- Liaison with screening department in coordinating all necessary screening information needed for recruitment.
- Monitor and assess response to advertising and scheduled screening appointments to adequately meet the number of appointments needed.
- Monitor progress of recruitment to management as needed.
- Assist with maintaining status updates of all subjects in the database.
- Assist with compiling monthly reports for management.
- Advise call center staff as needed and review staff's work to ensure the highest quality work is performed when screening participants for studies.
- Monitor call center staff to ensure they maintain exemplary customer service skills to attain a high panel fill rate.
- Assist with all recruitment activities on enrolling studies at each Clinical Pharmacology site including creation of advertisements.
- And all other duties as needed or assigned.
Qualifications (Minimum Required):
- Associate degree in Communication, Health Administration, or other related field.
- Excellent Verbal and written communication skills.
- Fortrea may consider relevant and equivalent experience in lieu of educational requirements.
- Focus on the Customer.
- Innovate and Change.
- Pursue Scientific and Process Excellence.
- Work with Others.
- Achieve Results.
Experience (Minimum Required):
- 3 years call center experience in a medical setting (using medical terminology).
- Experience in a medical field is preferred.
- Additional experience may be substituted for education requirements.
Physical Demands/Work Environment:
- Office conditions.
- Overtime and weekends as required.
Learn more about our EEO & Accommodations request here.
As an EOE/AA employer, Fortrea strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. We encourage all to apply.