Patient Recruitment Training & Quality Specialist I

About the Role

We are actively hiring a Patient Recruitment Training & Quality Specialist I. This role is remote, Monday-Friday day shift (40 hours per week), and is classified as Non-Exempt.

Purpose

The Patient Recruitment Training & Quality Specialist I is responsible for onboarding and training new employees in critical systems including Salesforce, RealTime platforms, and patient engagement. This role combines instructional delivery with quality assurance, conducting call monitoring, providing coaching feedback, and developing continuous improvement strategies to enhance team performance and ensure consistent service excellence.

Responsibilities

• Design and deliver comprehensive training programs for new employees on Salesforce, RealTime systems, patient engagement and company procedures
• Create and maintain training materials, guides, and documentation to support learning objectives
• Assess trainee progress and adapt training methods to meet individual learning needs
• Plan and coordinate training schedules to ensure adequate coverage and minimal disruption to operations
• Stay current on system updates and new features to incorporate into training curriculum
• Monitor and grade customer service calls using established quality standards and rubrics
• Provide constructive feedback and one-on-one coaching sessions to improve employee performance
• Identify performance trends and skill gaps across the team
• Document quality assurance findings and track improvement metrics
• Collaborate with team leads to address performance concerns and celebrate successes
• Analyze training effectiveness and quality metrics to identify areas for improvement
• Recommend and implement enhancements to training programs and quality standards
• Participate in calibration sessions to ensure consistent evaluation criteria
• Contribute to the development of best practices and standard operating procedures
• Maintain accurate training records and quality assurance documentation
• Generate reports on training completion rates and quality scores
• Participate in team meetings and contribute to departmental initiatives
• Represent Flourish Research in a professional and courteous manner (verbal, written and in appearance) when interacting with all staff, clients, and vendors
• Additional duties as assigned by management

Requirements

• High School Diploma (College degree preferred but not required)
• Minimum of 1-3+ years' experience within the field of clinical or biological research
• Strong understanding of adult learning principles and training methodologies
• Experience with Microsoft Office applications (Outlook, Word, and Excel) as well as internet-based applications
• Detail-oriented, organized, self-motivated, able to work independently and on a team, and able to stay on task
• Good written and verbal skills
• Good critical thinking and problem-solving skills
• Professional with a strong work ethic
• Ability to adapt and take on additional tasks as requested
• Assists with key initiatives/process improvements in the department
• Assists with training new hires
• Completes at least 80% of goals annually

Physical & Environmental Requirements

• Ability to sit for an extended amount of time
• Work is normally performed in a typical interior/office work environment
• Local travel required; ability to drive and daily availability of an automobile
• Subject/Patient customer service
• Early evening and Saturday work schedules
• Ability to properly lift up to thirty-five pounds and occasionally more than thirty-five pounds
• Ability to work in a call center environment with occasional distractions and noise

Compensation

$24-$32 per hour (depending on experience)

Benefits

• Health, dental, and vision insurance plans
• 401(k) with a 100% employer match on the first 4% of employee contributions
• Tuition reimbursement
• Parental leave
• Employee referral program
• Employee assistance program
• Life insurance
• Disability insurance
• Generous PTO plan covering vacation, sick, personal days and 8 paid holidays