Call Center Coordinator II

Fortrea; Town of Texas (WI); On-site; USD 36,000 - 48,000; Full time

Job summary

Fortrea is seeking a Call Center Coordinator to support participant recruitment across Clinical Pharmacology sites. You will plan and execute recruitment strategies, train new staff, and coordinate with recruitment and screening teams to ensure timely appointments.

This role requires an associate degree, strong verbal and written communication, and at least three years of call center experience in a medical setting. Overtime and weekend hours may be required.

Qualifications

• Associate degree in Communication, Health Administration, or related field required.
• Excellent verbal and written communication skills.
• Experience in a medical call center is preferred.

Responsibilities

• Train new employees and back up for recruitment coordination.
• Coordinate with Recruitment/Screens and PMs to schedule and manage appointments.
• Set up studies in Recruitment SharePoint and maintain screening information.
• Monitor advertising response and screening volumes to meet targets.
• Produce recruitment reports and warm calling lists as needed.
• Advise call center staff to maintain high-quality patient interviews and service.

Skills

Verbal communication

Written communication

Medical terminology

Customer service

Education

Associate degree (Communication/Health Admin/related)

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.Learn more about our EEO & Accommodations request here .