Call Center Coordinator II

Job Overview:

The Call Center Coordinator supports participant recruitment through the planning and execution of recruitment strategies using a combination of media and community outreach.

Summary of Responsibilities:

• Train new employees.
• Routinely liaise with the Recruitment Supervisor, Screening Supervisor, Physicians and Study/Project Managers.
• Backup for Clinical Pharmacology Recruitment SharePoint and liaison with call center.
• Setup studies in Recruitment SharePoint based on protocol for all Clinical Pharmacology sites including screening appointments.
• Produce study recruitment reports and warm calling lists as required.
• Distribute and update recruiting manual.
• Notify the Recruitment Supervisor or designee of any concerns or problems in a timely manner.
• Liaison with screening department in coordinating all necessary screening information needed for recruitment.
• Monitor and assess response to advertising and scheduled screening appointments to adequately meet the number of appointments needed.
• Monitor progress of recruitment to management as needed.
• Assist with maintaining status updates of all subjects in the database.
• Assist with compiling monthly reports for management.
• Advise call center staff as needed and review staff's work to ensure the highest quality work is performed when screening participants for studies.
• Monitor call center staff to ensure they maintain exemplary customer service skills to attain a high panel fill rate.
• Assist with all recruitment activities on enrolling studies at each Clinical Pharmacology site including creation of advertisements.
• And all other duties as needed or assigned.

Qualifications (Minimum Required):

• Associate degree in Communication, Health Administration, or other related field.
• Excellent Verbal and written communication skills.
• Fortrea may consider relevant and equivalent experience in lieu of educational requirements.
• Focus on the Customer.
• Innovate and Change.
• Pursue Scientific and Process Excellence.
• Work with Others.
• Achieve Results.

Experience (Minimum Required):

• 3 years call center experience in a medical setting (using medical terminology).
• Experience in a medical field is preferred.
• Additional experience may be substituted for education requirements.

Physical Demands/Work Environment:

• Office conditions.
• Overtime and weekends as required.

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