Call Center Agent

About the role

The Call Center Agent plays a crucial role in ensuring panels of volunteers for clinical research studies are filled on time and in compliance with all protocols, Good Clinical Practices (GCPs), and other applicable regulations. This individual coordinates all aspects of incoming and outgoing calls and emails related to specific studies, interfaces with the screening team, communicates status of recruitment efforts, reviews clinical trial protocols, and screens potential trial volunteers.

Responsibilities

• Coordinating all aspects of incoming and outgoing calls and emails as they relate to specific assigned studies
• Interfacing with the screening team regarding screening appointment dates/times and communicating this information to all relevant call-center personnel
• Communicating and coordinating status of recruitment efforts within the call-center and initiating any increased efforts to maximize recruitment for assigned studies
• Providing regular updates to the study team and management on recruitment progress
• Reviewing clinical trial protocols and developing study specific recruitment documents – e.g., telephone scripts, study fact sheets, call strategies, etc.
• Telephone screening potential trial volunteers according to study specific telephone scripts and the daily recruitment strategy
• Scheduling screening appointments and record appropriate volunteer data in ClinBase™
• Data entry of all communications to the Volunteer Database for assigned studies
• Participating in team project meetings for regular recruitment updates on assigned studies
• Undertaking the full range of duties relevant to the management and development of the team to ensure their performance meets and or exceeds both the business and their own personal goals/objectives
• Maintaining a positive, results orientated work environment
• Building partnerships and modeling teamwork
• Communicating to the team in an open, balanced, and objective manner
• Variety of other projects/duties as assigned by the Call-Center Manager or Management based on company need

Requirements

• Previous experience working in a high-volume call center setting - managing inbound and outbound calls
• A flexible attitude with respect to work assignments and new learning
• Ability to work evenings or weekends as projects dictate (schedule is typically weekday shift)
• High School Diploma required. Bachelor's degree preferred.

Benefits

Base Pay Range: $20.00 to $23.00 per hour. Actual salaries may vary within the range based on several factors including, but not limited to education, training, experience, professional achievement, and location.

In addition to base salary, some roles may be eligible for participation in Parexel’s annual performance-based bonus plan, annual salary review and additional total rewards incentives.

We offer market leading benefit programs including paid time off, 401k match, life insurance, health insurance, and other benefit offerings in accordance with the terms of applicable plans.