Clinical Call Representative (Part-Time)

Fortrea; Daytona Beach (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

Fortrea in Daytona Beach seeks a detail-oriented customer service professional to handle inquiries about study participation. You will enter medical histories and demographics into a secure system, share study details with potential participants, and screen volunteers by calling them per study scripts.

Responsibilities include scheduling and confirming screening appointments, supporting new staff training, and ensuring information on the website and phone system stays current.

Qualifications

• Required: USA HS Diploma or equivalent.
• Required: EUROPE Educated to GCSE or 'O' level standard.
• Required: USA EUROPE Knowledgeable in computer programs (e.g. word processing). Strong attention to detail and high degree of accuracy. Strong written and verbal communication skills.

Responsibilities

• Answer and route calls from potential study participants.
• Enter medical history and demographics into the database.
• Communicate study information to potential participants.
• Screen participants via scripted phone conversations.
• Schedule and confirm screening appointments.
• Support training for new employees and maintain information accuracy.

Skills

Customer service

Attention to detail

Communication skills

Follow scripts

Education

USA HS Diploma

European GCSE or 'O' level

Tools

Word processing (MS Word)

Job description

Job Overview:

Responsible for handling all public inquiries pertaining to study participation. Schedules screening appointments for qualified participants.

Summary of Responsibilities:

• Receiving and placing calls from and to potential study participants.
• Enter medical history and demographic information from potential study participants into computerized database.
• Communicate study information to potential participants.
• Phone screen participants according to the scripts provided for each study.
• Schedule screening appointments for potentially qualified participants.
• Confirm screening appointments.
• Make recommendations for process improvement.
• May assist in training new employees.
• May ensure the website and phone system information is accurate and current.
• May respond to all inquiries from participants from the Fortrea CRU email account.
• Liaison with screening department in coordinating all necessary screening information needed for recruitment.
• May assist with obtaining medical reports from General Practitioners.Cross-trained in other departments, as needed.
• May assist in maintaining current recruiting manual.
• May attend out-reach programs to recruit participants.
• Participate and assist in developing continuing education plan directed at improving skills and facilitating personal and unit growth.
• Notifies the Recruitment Supervisor or designee of any concerns or problems in a timely manner.
• Performs other related duties as assigned.

Qualifications (Minimum Required):

• Required: USA HS Diploma or equivalent
• Required: EUROPE Educated to GCSE or 'O' level standard.
• Required: USA EUROPE Knowledgeable in computer programs (e.g. word processing). Strong attention to detail and high degree of accuracy. Strong written and verbal communication skills. Ability to follow precise directions and read from a script. High degree of professionalism and customer service.

Experience (Minimum Required):

• Required: USA 1-2 years in customer service or call center. Knowledge of medical terminology preferred.
• Required: EUROPE Typicaly, 1-2 years in customer service or call Centre. Knowledge of medical terminology preferred.

Physical Demands/Work Environment:

• Regularly required to sit.
• Must be able to see (distinguish colors) and hear to meet the job requirements.
• Must have excellent command of the English language in both oral and written form at all locations.
• In Dallas must have excellent command of the Spanish language.
• Must be able to use hands to finger, handle or touch objects, tools or controls, including a computer keyboard, for up to 6 hours per day.
• Must be able to work a flexible schedule including evenings and weekends.