Call Center Agent

Call Center Agent - Contract - Baltimore, MD

Proclinical is seeking a Call Center Agent to support clinical research studies by ensuring volunteer panels are recruited efficiently and in compliance with protocols, regulations, and standards. This role involves coordinating communication efforts, managing recruitment strategies, and maintaining high-quality service. Occasional weekend shifts may be required based on business needs.

Responsibilities:

• Coordinate incoming and outgoing calls and emails related to assigned studies.
• Collaborate with the screening team to schedule appointments and share information with call-center personnel.
• Monitor recruitment efforts and initiate strategies to maximize volunteer participation.
• Provide regular updates to study teams and management on recruitment progress.
• Review clinical trial protocols and develop study-specific recruitment materials (e.g., scripts, fact sheets).
• Screen potential trial volunteers via telephone using study-specific scripts.
• Manage daily call activity using an automated call distribution system.
• Schedule screening appointments and maintain accurate volunteer data in ClinBase.
• Record communications in the Volunteer Database for assigned studies.
• Participate in team meetings to provide recruitment updates.
• Support team development and performance through effective communication and collaboration.
• Maintain a positive and results-oriented work environment.
• Undertake additional duties as assigned by management.

Key Skills and Requirements:

• Strong interpersonal, verbal, and written communication skills.
• Excellent organizational and problem-solving abilities.
• Professional telephone etiquette.
• Ability to manage multiple tasks, prioritize workload, and maintain attention to detail.
• Customer service experience with a client-focused approach.
• Flexible attitude towards work assignments and willingness to learn.
• Team-oriented mindset and ability to work in a matrix environment.
• Availability to work evenings or weekends as needed.
• High school diploma required; bachelor's degree in communications, healthcare, or science-related field preferred.
• - 1-2 years of experience in call-center customer service or clinical research-related roles.

If you are having difficulty applying or if you have any questions, please contact Alex Kelly at a.kelly@proclinical.com.

If you are interested in applying for this exciting opportunity, please click 'Apply'. To speak to one of our specialists, please request a callback 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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