Clinical Call Representative (Part-Time)

Fortrea; Town of Texas (WI); On-site; USD 38,000 - 52,000; Full time

Job summary

Fortrea in Wisconsin seeks a Customer Service Specialist to handle inquiries from potential study participants. You will screen individuals by phone, collect medical history and demographics, and enter data into a computerized database.

Responsibilities include scheduling and confirming screenings, communicating study information, supporting recruitment, and training new staff. You will ensure accuracy of information on the website and phone system, and maintain a high standard of

Qualifications

• USA HS Diploma or equivalent.
• Europe GCSE or ‘O’ level standard.
• 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.

Responsibilities

• Receive and place calls with potential study participants.
• Enter medical history and demographic information into the 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.

Skills

Attention to detail

Strong communication

Professionalism

Follow scripts

Customer service

Education

USA HS Diploma or equivalent

Europe GCSE or ‘O’ level standard

Tools

Word processing

Computer databases

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)

• USA HS Diploma or equivalent
• EUROPE Educated to GCSE or ‘O’ level standard.
• 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)

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

Learn more about our EEO & Accommodations request here.

At Fortrea, we're all about turning the “impossible” into "I'm possible." Together, we break barriers to deliver exceptional service to our patients, fueled by a shared commitment to teamwork and excellence. Regardless of your role, we're all family, working together to achieve extraordinary results. At Fortrea, your career isn't just a job – it's a journey of making the exceptional possible, every day.