Call Center Agent - Glendale, CA

Proclinical; Glendale (CA); In loco; USD 25.000 - 30.000; Part-time

Descrizione del lavoro

Proclinical is seeking a Call Center Agent to join a dynamic team supporting clinical research recruitment efforts in Glendale, CA. The role focuses on high-volume inbound and outbound calls and coordination of study communications.

The incumbent will handle 60-70 calls daily, assist potential trial volunteers, schedule appointments, and help optimize enrollment. Evening/weekend availability is required, with emphasis on accuracy and customer service.

Competenze

• Strong interpersonal, verbal, and written communication skills.
• Excellent organizational and problem-solving abilities.
• Exceptional telephone etiquette and customer service skills.
• Ability to manage multiple tasks, prioritize effectively, and maintain attention to detail.
• Flexible and adaptable to new assignments and learning opportunities.

Mansioni

• Handle a high volume of inbound and outbound calls (60-70 daily).
• Coordinate communications related to specific clinical studies.
• Schedule appointments with the screening team and share information.
• Monitor recruitment efforts and provide updates to the study team.
• Develop study-specific recruitment materials and scripts.
• Maintain accurate records of volunteer data in the database.

Conoscenze

Interpersonal skills

Verbal communication

Written communication

Organizational skills

Data entry

Adaptability

Formazione

High school diploma

Bachelor's degree preferred

Strumenti

Cisco Enterprise Contact Center

Descrizione del lavoro

Call Centre Agent - Contract - Glendale, CA

Are you an organised, customer-focused professional who enjoys managing high call volumes while making a meaningful impact on clinical research?

Proclinical is seeking a Call Center Coordinator to join a dynamic team supporting clinical research recruitment efforts.

Primary Responsibilities

In this role, you will manage high-volume inbound and outbound calls, assist potential trial volunteers, and coordinate recruitment activities for assigned studies. This position requires strong organizational skills, the ability to thrive in a fast-paced environment, and a proactive approach to problem-solving.

Skills & Requirements

• Strong interpersonal, verbal, and written communication skills.
• Excellent organizational and problem-solving abilities.
• Exceptional telephone etiquette and customer service skills.
• Ability to manage multiple tasks, prioritize effectively, and maintain attention to detail.
• Flexible and adaptable to new assignments and learning opportunities.
• Willingness to work evenings or weekends as needed.
• Experience in high-volume, high-stress call center environments or clinical research-related roles is highly desirable.
• Proficiency in data entry and familiarity with call distribution systems (e.g., Cisco Enterprise Contact Center) is a plus.
• High school diploma required; a bachelor's degree in communications, healthcare, or a science-related field is preferred.

The Call Centre Agent's responsibilities will be:

• Handle a high volume of inbound and outbound calls (60-70 daily) and manage patient queues efficiently.
• Coordinate incoming and outgoing communications related to specific clinical studies.
• Collaborate with the screening team to schedule appointments and share relevant information with call center personnel.
• Monitor recruitment efforts, provide updates to the study team, and suggest strategies to optimize participant enrollment.
• Review clinical trial protocols and develop study-specific recruitment materials, such as telephone scripts and fact sheets.
• Conduct telephone screenings with potential trial participants using approved scripts and strategies.
• Maintain accurate records of volunteer data and communications in the Volunteer Database and ClinBase system.
• Participate in team meetings to provide recruitment updates and contribute to project planning.
• Support team development by fostering a positive, results-oriented work environment and encouraging collaboration.
• Assist with performance reviews and other staff management activities as needed.
• Take on additional projects or duties as assigned by the Call Center Manager or Management.

Compensation

• $18 to $22 per hour.