Central Study Coordinator - Retention

About the role

The Central Study Coordinator – Retention (CSC-R) position combines clinical research and patient education skills into a singular role that delivers a strong customer experience for participants of patient programs, primarily the Future of Medicine program.

Responsibilities

• Educate participants on lab results received through a Future of Medicine screening event and ensure the results are understood

• Educate and prepare participants on potential study opportunities using the provided educational materials and tools

• Assess if a patient is understanding their results or if more support is needed, including a potential discussion with a licensed professional in the provider team

• Use good judgment and time management in providing the time and care needed by each Future of Medicine member to understand their results, potential studies, and address any questions they have, while also working through daily quotas of member calls, all while maintaining a patient-first mindset

• Build strong rapport with participants in a virtual environment to help ensure a positive experience for everyone in the Future of Medicine program

• Manage patient-facing work for each assigned participant to deliver the highest quality customer experience within required program timelines

• Identify and engage participants who require more or less engagement, tailoring to their needs for a positive participant experience

• Interpret patient lab results and medication use to determine pre-screening qualification for a study

• Apply critical thinking to evaluate a participant's potential eligibility for a specific study

• Communicate with participants of the program during routine check-ins after referring them to study sites

• Analyze and understand study protocols to help match potential members with current and/or upcoming study opportunities

• Manage participant referral work across several clinical protocols simultaneously

• Escalate potential issues that may arise and correctly follow program guides, SOPs, and other written instruction regarding escalations

• Communicate via various mediums such as phone, email, and video conference

• Document all patient interaction appropriately and in accordance with GCP and ALCOA-C

• Adapt to study specific requirements and priorities, including alternative ways of handing off patient referrals to sites (direct schedule, warm transfer, etc.)

• Follow-up and interact with study sites as needed to ensure referral pull-through

• Perform general patient support tasks such as managing participant communication via a call center software, texts, emails, and other platforms and systems

• Assist participants who call into the central line and give them an optimal customer experience

• Manage, update, and maintain participant activity in a dedicated tech management system in real time

• Perform quality checks for self and others to ensure overall quality and integrity of data

• Work effectively and efficiently with other CSC-Rs, physicians, and sites

• Collaborate, review, and provide feedback/input on the development of education materials for the program

• Complete ongoing trainings and adhere to system access guidelines

• Speak about studies with patients in a manner they can understand

Qualifications

• Able to flex as needed in a fast moving, fast paced environment while maintaining the company's values and mission

• Technologically proficient

• Demonstrate professionalism in all situations and work effectively with a diverse group of individuals

• Understand when issues require escalation

• Proficient in research terminology and basic medical terminology

• Understand the overall clinical development paradigm and excellent working knowledge of government regulations, GCP, and ALCOA-C

• Strong organization and time management skills

• High attention to detail

• Effective communication over phone (proper speaking volume, clarity, speech cadence)

• Excellent customer service skills

• Warm, personable approach in communicating with others both verbally and in writing

• Ability to communicate the basics of clinical research related to patient education

• Work effectively in a remote environment within minimal supervision

• Proper home office set-up including a private space for participant communication and high-speed internet (at minimum: 100MB up and 15 MB down, 5 GHz router)

Skills

• Flexibility and adaptability

• Technical proficiency

• Professionalism and diversity awareness

• Time management and attention to detail

• Communication skills (verbal and written)

• Research and medical terminology knowledge

• Understanding of clinical development and regulatory compliance

• Remote work capabilities

Benefits

Paid Time Off (PTO) and Company Paid Holidays
100% Employer paid medical, dental, and vision insurance plan options
Health Savings Account and Flexible Spending Accounts
Bi-weekly HSA employer contribution
Company paid Short-Term Disability and Long-Term Disability
401(k) Retirement Plan, with Company Match
Mandatory Employer Disclosures Notice

Pay

$65,000 - $75,000 USD per year for full time team members

Schedule

Remote within the United States. This role requires 100% of work to be performed in a remote office environment.
Occasional planned travel may be required as part of the role.

Physical Demands

The ability to use keyboards and other computer equipment.