Call Center Coordinator II

FTCRUMAD Fortrea Clinical Research Unit Inc.; Dallas (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Fortrea is seeking a Recruitment Coordinator to support clinical pharmacology recruitment across multiple sites in the Dallas area. You will coordinate with supervisors, physicians and project managers, train new staff, and maintain SharePoint-based processes to streamline screening and enrollment.

The role emphasizes strong verbal and written communication, attention to detail, and the ability to monitor recruitment progress, prepare reports, and ensure high-quality screening activities for

Qualifications

• Associate degree in Communication, Health Administration, or related field.
• Excellent Verbal and written communication skills.
• Fortrea may consider relevant and equivalent experience in lieu of educational requirements.

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.

Skills

Verbal communication

Written communication

Education

Associate degree in Communications

Associate degree in Health Administration

Job description

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.

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.

At Fortrea, we're all about turning the "impossible" into "I'm possible." Together, we break barriers to deliver exceptional service to our patients, fueled by a shared commitment to teamwork and excellence.

Regardless of your role, we're all family, working together to achieve extraordinary results. At Fortrea, your career isn't just a job - it's a journey of making the exceptional possible, every day.