Call Center Coordinator II

Fortrea; Dallas (TX); On-site; USD 40,000 - 56,000; Full time

Job summary

Fortrea in Dallas seeks a Call Center Coordinator to support participant recruitment by planning and executing recruitment strategies across media and community outreach. You will train new staff, coordinate with supervisors, and maintain databases for recruitment activities.

The role requires a associate degree in a related field and 3 years of call center experience in a medical setting, with emphasis on accurate communication and service excellence. Overtime may be required as needed.

Qualifications

• Excellent verbal and written communication skills.
• Experience in a medical call center environment preferred.
• Focus on customer service and patient experience.
• Ability to learn and use recruitment or study protocols.

Responsibilities

• Train new employees.
• Coordinate recruitment activities and liaise with supervisors and managers.
• Maintain recruitment databases and reports.
• Create advertisements and monitor screening appointments.
• Ensure high quality customer service and efficient call center operations.
• Perform duties as needed to support recruitment across sites.

Skills

Verbal communication

Written communication

Customer service

Call center experience

Medical terminology

Education

Associate degree in Communications or related field

Job description

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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