Intake Specialist

Alcanza is a growing multi-site, multi-phase clinical research company with a network of locations across AL, AZ, FL, GA, IL, MA, MI, MO, NV, VA, SC, TN, TX, and Puerto Rico. We have established a strong presence across Phase I-IV studies and several therapeutic areas including vaccine, neurology, dermatology, psychiatry, and general medicine.

About the role

The Intake Specialist is the first point of contact at the site, making this a crucial role. Excellence in customer service is a must as this role is responsible for providing a pleasant experience for volunteers by offering a warm, friendly greeting, answering questions, addressing concerns, and providing assistance. This role serves as the relationship bridge between recruitment and clinic staff to ensure a positive experience from the first phone call to the last visit of the trial.

Responsibilities

• Greet volunteers and other visitors as soon as they arrive.
• Obtain/verify proper identification of each volunteer and upload into CTMS.
• Prepare, provide, and explain necessary documents for volunteers to complete and read.
• Provide answers, information, and conversation to make volunteers feel comfortable and confident in their decision to participate in a trial.
• Answer inbound calls and emails with a high level of customer service.
• Place reminder calls to confirm scheduled appointments (according to guidelines).
• Assist with appointment rescheduling as needed.
• Call volunteers who are 15 minutes or more late for their appointment.
• Notify appropriate staff of volunteer’s arrival and ensure they promptly come to greet them.
• Complete visits in the CTMS with strong attention to detail to ensure maximum revenue is captured for billing.
• Update CTMS with subject profile (demographics) and file/upload W9 form.
• Assign payment cards and issue stipend payments following visit completion.
• Coordinate/schedule transportation for volunteers.
• Maintain a tracker of no-show volunteers until rescheduling is completed.
• Maintain a tracker of screening volunteers without an upcoming scheduled appointment.
• Send weekly reports of appointment statuses to clinic staff to avoid missed appointments.
• Maintain a list of studies conducted at the site and have a general understanding of each.
• Submit medical records requests and track their progress.
• Sort and distribute incoming mail; coordinate postage details and pickups for all outbound mail.
• Place supply orders.
• Compile office correspondence, file, copy, collate, and scan as needed.
• Assist with preparing materials for study startup/SIVs.
• Assist with special projects as needed.
• Perform all other duties that may be requested or assigned.

Requirements

• An Associate’s degree and a minimum of 3 years’ experience in customer service, administration, or sales, or an equivalent combination of education and experience, is required.
• Well-developed customer service skills.
• Experience with calendar management and scheduling is preferred.
• Bilingual (English/Spanish) proficiency is a plus.

Skills

• Excellent customer service skills.
• Proficiency with computer applications such as internet, email, and Microsoft applications, and the ability to type proficiently (40+ wpm).
• Strong organizational skills, attention to detail, and basic math proficiency.
• Well-developed written and verbal communication skills.
• Strong interpersonal and listening skills, with the ability to work well independently as well as with co-workers, subjects, managers, and external customers.
• Ability to effectively handle multiple tasks and adapt to changes in workloads and priorities.
• Professional, respectful of others, self-motivated, and exemplifies a strong work ethic.
• High degree of integrity and dependability.
• Ability to work under minimal supervision.
• Ability to handle highly sensitive information in a confidential and professional manner, in compliance with HIPAA guidelines.

Benefits

Full-time employees regularly scheduled to work at least 30 hours per week are benefits-eligible, with coverage starting on the first day of the month following the date of hire.

• Medical, dental, and vision insurance.
• Life insurance, short- and long-term disability insurance.
• Health savings accounts.
• Supplemental insurances.
• 401k plan with a safe harbor match.