Bilingual Participant Experience Manager — Flexible Hours

Socket.dev; Tempe (AZ); On-site; USD 45,000 - 65,000; Full time

Job summary

Celerion is seeking a Participant Care Manager to assess, plan, facilitate and advocate for services to enhance participant experiences from screening through study completion. The role emphasizes direct participant interaction, customer service excellence and advocating for participant needs.

The successful candidate will coordinate care, address questions, monitor inquiries via social media, and participate in ongoing staff training to ensure a welcoming environment in the clinic.

Qualifications

• Bachelor's Degree required.
• 2 years customer service experience required.
• Bilingual in English and Spanish required.
• Excellent oral and written communication skills required.
• Flexibility to work evening, weekend and varied hours as needed.

Responsibilities

• Manage the participant experience during all phases of a clinical study (screening, conduct, post study follow-up).
• Act as the point person to handle participant questions, complaints and escalate issues.
• Monitor inquiries received through social media and respond.
• Develop, track and respond to participant survey feedback and suggest improvements.
• Plan and oversee participant activities during conduct and orientation sessions.
• Collaborate with managers on participant orientation and tours.

Skills

Customer service

Excellent communication

Interpersonal skills

Bilingual English/Spanish

Multitasking

Organizational skills

Problem solving

Flexibility

Education

Bachelor's Degree

Equivalent education and experience

Job description

Celerion is seeking a Participant Care Manager to assess, plan, facilitate and advocate for services to enhance participant experiences from screening through study completion. The role emphasizes direct participant interaction, customer service excellence and advocating for participant needs.

The successful candidate will coordinate care, address questions, monitor inquiries via social media, and participate in ongoing staff training to ensure a welcoming environment in the clinic.