Bilingual-Participant Care Manager

Job Purpose

The Participant Care Manager is responsible for assessing, planning, facilitating and advocating for options and services directed to enhance participants’ experiences from the initial point of contact at screening through study completion. This role focuses on providing customer service and interacting directly with participants to obtain data related to their experience.

Essential Functions

• Responsible for and manages the participant experience during all phases of a clinical study (screening, conduct, post‑study follow‑up).
• Act as the point person in the clinic to handle participant questions, complaints, and resolve participant‑related issue escalations.
• Monitor and respond to inquiries received through social media.
• Develop, track, and respond to participant survey feedback and make recommendations for improvement.
• Create, plan, and oversee participant activities during conduct.
• Participate in the Participant Care Committee to make decisions that enhance the participant experience within Celerion.
• Proactively identify new needs or capabilities to enhance participant satisfaction.
• Keep participants informed of study information.
• Recommend and facilitate staff training opportunities as appropriate.
• Provide training (customer service training, professionalism, etc.) and motivate staff to ensure a positive and welcoming environment for participants.
• Direct staff based on participant care priorities; redirect and provide feedback for improved participant interactions as needed (using CARE and AIDET standards).
• Collaborate with managers regarding participant orientation sessions, clinical tours, screening process flow, alternate releases, etc.
• Support Celerion outreach activities as appropriate.
• May be responsible for staff management in accordance with organizational policies and applicable laws, including interviewing, hiring, training, planning, assigning, directing work, appraising performance, rewarding and disciplining employees, addressing complaints, resolving problems, and coaching.

Requirements

• Bachelor’s Degree (equivalent education and experience will be considered).
• Excellent customer service skills with at least 2 years of customer service experience.
• Excellent oral and written communication skills.
• Bilingual in English and Spanish (required).
• Excellent interpersonal skills.
• Flexibility to work evenings, weekends, and flexible hours as needed.
• Ability to manage multiple priorities in a fast‑paced environment.
• Excellent organizational and problem‑solving skills.
• Valid driver’s license.

Celerion Values

• Integrity
• Trust
• Teamwork
• Respect