Call Center Coordinator II

Fortrea; Madison (WI); On-site; USD 42,000 - 62,000; Full time

Job summary

Fortrea in Madison, WI is seeking a Call Center Coordinator to support participant recruitment through planning and execution of recruitment strategies using a mix of media and community outreach. The role involves training staff, coordinating with supervisors, and maintaining recruitment documentation.

The position requires an Associate degree and 3 years of call center experience in a medical setting, with a focus on customer service and strong communication skills.

Qualifications

• Excellent verbal and written communication skills.
• Focus on the customer and delivering high-quality service.
• Fortrea may consider relevant and equivalent experience in lieu of education requirements.

Responsibilities

• Train new employees.
• Liaise with Recruitment Supervisor, Screening Supervisor, Physicians and Study/Project Managers.
• Backup for Recruitment SharePoint and liaison with call center.
• Set up studies in Recruitment SharePoint based on protocol for all Clinical Pharmacology sites.
• Produce recruitment reports and warm calling lists.
• Distribute and update recruiting manual.
• Notify leadership of concerns or problems in a timely manner.
• Coordinate screening information with the screening department.

Skills

Verbal communication

Written communication

Customer service

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.

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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