What are the responsibilities and job description for the Call Center Representative (Research). position at Grace Federal Solutions LLC?
Call Center Representative – Clinical Research (Bilingual Preferred)
Location: Durham, NC
Employer: Grace Federal Solutions
Type: Part-Time
Use Your Communication Skills to Support Public Health Research.
Grace Federal Solutions is seeking a detail-oriented Call Center Representative to support clinical research participant outreach and data collection efforts in Durham, NC.
This role is ideal for candidates with experience in call centers, healthcare, or clinical research who understand the importance of compliance, accuracy, and professional communication.
If you’re comfortable speaking with diverse populations and working within structured research protocols, we want to meet you.
What You’ll Do
Participant Outreach & Scheduling
Conduct outbound calls to research participants for appointment confirmation, eligibility screening, and study updates
Respond to inbound participant inquiries regarding study procedures
Clearly explain study-related information in a professional and compassionate manner
Use Spanish/English bilingual skills to improve participant accessibility (preferred)
Clinical Research Support
Follow approved scripts and study protocols
Ask pre-approved screening questions to determine participant eligibility
Document interactions accurately in research systems
Escalate protocol deviations or concerns to the research team
Data Entry & Documentation
Enter participant data into EDC systems and research databases
Track follow-ups and ensure completion of required participant touchpoints
Maintain strict confidentiality standards
Compliance & Quality
Adhere to HIPAA and institutional privacy guidelines
Participate in call monitoring and quality assurance reviews
Maintain professionalism in all participant communications
What We’re Looking For
Minimum 2 years of experience in:
Call center operations OR
Clinical research support
Strong data entry accuracy and attention to detail
Clear verbal communication skills
Comfortable working with structured scripts and compliance requirements
Basic proficiency in Microsoft Office tools
Ability to manage call volume and meet productivity expectations
Bilingual (Spanish/English) strongly preferred.
All candidates must pass background screening and meet confidentiality requirements.
Why Join Grace Federal Solutions?
Support meaningful public health research
Gain exposure to clinical research operations
Work in a structured, compliance-driven environment
Be part of a team that values professionalism and community impact
We are an Equal Opportunity Employer committed to an inclusive workplace.
Ready to Make an Impact?
Submit your resume today. Qualified candidates will be contacted for an initial screening interview.