Call Center Coordinator II

Fortrea; Daytona Beach (FL); On-site; USD 52,000 - 72,000; Full time

Job summary

Fortrea in Daytona Beach, FL is seeking a Call Center Coordinator to support participant recruitment through planning and execution of recruitment strategies via media and community outreach.

You will train staff, liaise with supervisors and physicians, manage SharePoint recruitment data, and prepare monthly recruitment reports to help achieve target appointment numbers.

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.
• Focus on the Customer.
• Innovate and Change.
• Pursue Scientific and Process Excellence.
• Work with Others.
• Achieve Results.

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

Customer focus

Team collaboration

Results orientation

Innovation & change

Scientific & process excellence

Education

Associate degree in Communication/Health Administration 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.

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.

Learn more about our EEO & Accommodations request here.