Participant Recruitment Associate (Contact Centre) - Internal Only

USC; Brisbane; On-site; AUD 67,000 - 74,000; Full time

Benefits offered by this job

17% Super

Flexible work arrangements

EAP and wellness benefits

Job summary

UniSC Clinical Trials is recruiting a Participant Recruitment and Experience Coordinator to engage participants across the UniSC Sunshine Coast, Southbank or Morayfield sites. You’ll guide potential participants through pre-screening, coordinate with trial staff, and help match individuals with suitable studies.

The role emphasizes customer-focused communication, data accuracy, privacy compliance, and collaboration with trial planning, marketing and delivery teams.

Qualifications

• 2 years’ experience in a contact centre environment with an administration qualification or equivalent
• Exceptional customer service and communication skills for rapport and empathy
• High level of digital dexterity and ability to learn new CRM systems (RealTime CTMS preferred)
• Ability to multitask with attention to data collection across multiple platforms
• Agile and able to respond to changing priorities
• Comfort discussing health, medical history, and lifestyle with sensitivity
• Understanding privacy principles governing health information
• Strong teamwork and stakeholder relationship building across a clinical trial network
• Experience analysing data, recognizing trends, and providing process improvements

Responsibilities

• Contact and engage registered participants for Clinical Trials across the network, completing pre-screening via multiple channels
• Engage with clinical staff to escalate where needed and support enrolment
• Contribute to continuous improvement of recruitment activities, providing feedback on pre-screening metrics and processes

Skills

Customer service

Communication

Data analysis

Collaboration

Attention to detail

Adaptability

Privacy principles

Education

Administration qualification

Tools

RealTime CTMS

Job description

• UniSC Clinical Trials | UniSC Sunshine Coast, UniSC Southbank or UniSC Morayfield
• Level 3, $66,555 - $74,301 p.a., plus up to 17% employer superannuation
• x2 Full-time (36.25 hours per week), 2 year fixed-term appointments available

The Opportunity

You’ll be at the centre of engaging with community members interested in participating in clinical trials, guiding them through the pre‑screening process and connecting eligible participants with suitable studies. You’ll play an important role in creating positive participant experiences while supporting recruitment outcomes that contribute to meaningful health research.

This is an excellent opportunity for a customer‑focused professional who enjoys meaningful conversations, thrives in a fast‑paced environment and wants to bring their contact centre or administration experience to a role with genuine community impact.

Please note: This position involves collaboration with stakeholders across trial planning, marketing and delivery. Flexibility in work hours, locations, external event participation, and operational support for confinement trials may be required.

You will

• assume responsibility for contacting and engaging registered participants for Clinical Trials across the network, completing pre‑screening activity via multiple channels to determine initial eligibility for in clinic screening and enrolment;
• engage with key clinical staff to escal…
• contribute to the culture and process of continuous improvement of clinical trials recruitment activities, providing feedback and insight to key stakeholders regarding pre‑screening activities and metrics, and reacting promptly to the evolution of resources and processes

About you

You're a confident communicator who genuinely enjoys helping people and can balance empathy with process. You ask thoughtful questions, provide clear guidance and help individuals feel informed and supported. Whether your experience is in contact centres, healthcare administration, customer service or another fast‑paced environment, you're comfortable working across multiple systems while maintaining accuracy and attention to detail. You bring strong organisational and collaboration skills, adapt well to changing priorities and are motivated by work that contributes to better outcomes for individuals and communities.

You will possess:

• A minimum of 2 years’ experience in a contact centre environment with an administration qualification or equivalent combination of relevant experience, education and training;
• Demonstrate exceptional customer service and communication skills to effectively build rapport leading to open and honest conversations whilst having empathy for individuals’ personal circumstances;
• Demonstrate a high level of digital dexterity with the ability to learn new CRM systems (preference given to RealTime CTMS experience or similar);
• Ability to multitask with a high level of attention to detail and accuracy in data collection across multiple technology platforms;
• Proven ability to be highly agile with a dynamic workload and respond quickly to shifting priorities and objectives;
• Comfort asking consumers questions relating to their health, medical history and lifestyle choices - prior experience in a medical administration, health or related role would be an advantage;
• Sound understanding of privacy principles governing health information;
• Proven ability to develop strong and effective working relationships within a team and with a range of key stakeholders across a network of clinical trial sites; and
• Experience analysing data, recognising trends and providing feedback, collaborating with key stakeholders across an organisation to improve processes and outcomes.

Don't meet every requirement? At UniSC, we understand that your work and life experiences can be just as valuable. If you're excited about this role but your CV doesn’t align perfectly with our position description, we encourage you to apply anyway. You may be just the right candidate for this or one of our many other opportunities.

UniSC is an equal opportunity employer, committed to diversity and inclusion. We encourage applications from all backgrounds, including those with disabilities, women in STEM, First Nations Peoples, and individuals of diverse cultures, genders, abilities, and experiences. We value achievement relative to opportunity and encourage your commentary on your achievements in this context. For additional support during the application process, please contact us at [e-mail] or call [phone].

Applications for this position close midnight, Sunday 22 November 2026.

Our Culture & Benefits:

• Our collaborative, passionate and welcoming culture is what really sets us apart.
• Modern teaching & research facilities.
• Professional development and career pathway opportunities.
• We are a proud recipient of the prestigious Athena SWAN Bronze Award, granted as part of the Science in Australia Gender Equity (SAGE) initiative.
• Flexible work arrangements & generous leave options.
• Salary packing options + 17% Super.
• EAP, fitness passport & discounted private health.

UniSC values a diverse and talented workforce and invites applications from candidates who already have legal work rights in Australia.

Odette Attiwell, Participant Recruitment and Experience Coordinator – UniSC Clinical Trials
Telephone: [phone]
Email: [e-mail]