What You'll Do
 

Clinical Trial Participant Support
 


Handle inbound and outbound calls with individuals interested in learning more about potential clinical trial opportunities.

Ask standardized health and eligibility screening questions using approved scripts and procedures.

Accurately document screening responses and other relevant information in the CRM.

Explain the next steps in the screening and scheduling process using approved information.

Schedule qualified or eligible participants with appropriate clinical research sites based on established program requirements.

Help identify clinical trial locations that are reasonably accessible to participants based on their location and program criteria.

Communicate professionally and empathetically with individuals who may have questions about participating in clinical research.

Maintain confidentiality when handling personal and health-related information.

Follow all project-specific procedures, scripts, workflows, and escalation requirements.

 
Pharmacy Locator Support
 


Handle inbound and outbound calls from patients seeking assistance locating a pharmacy.

Determine the patient's pharmacy and prescription availability needs.

Contact pharmacies on behalf of patients to determine whether a prescription is currently in stock or can be ordered.

Search for pharmacies within the distance the patient is willing to travel.

Communicate pharmacy availability information accurately to patients.

Document pharmacy contacts, availability information, and call outcomes in the appropriate systems.

Conduct follow-up calls when required.

Provide professional, empathetic service to patients who may be experiencing difficulty obtaining their medication.

 
Shared Services Responsibilities
 


Transition efficiently between different client programs, call types, workflows, and systems.

Handle both inbound and outbound telephone interactions.

Manage a high volume of calls while maintaining quality and accuracy.

Navigate multiple computer applications while actively communicating with callers.

Accurately document every interaction in the appropriate CRM or system.

Follow approved scripts, FAQs, workflows, and program-specific procedures.

Recognize situations requiring escalation and follow the appropriate escalation process.

Maintain confidentiality and appropriately handle sensitive customer information.

Meet established quality, productivity, call activity, attendance, and customer service expectations.

Participate in training, coaching, quality reviews, and ongoing program education.

Adapt quickly as program requirements, procedures, and priorities change.

Perform other duties as assigned.