Customer Experience Representative

Care Access; United States; Remote; USD 35,000 - 50,000; Full time

Job summary

Care Access is seeking a Customer Experience Representative to enhance patient experience and manage communication effectively. This remote position plays a critical role in guiding participants through their queries and ensuring excellent support while collaborating closely with the recruitment team. Candidates should possess strong communication skills, a customer-oriented mindset, and familiarity with call center software.

Benefits

Paid Time Off (PTO)

100% Employer paid medical, dental, and vision insurance

Health Savings Account and Flexible Spending Accounts

401(k) Retirement Plan with Company Match

Qualifications

• Minimum 2-5 years of call center experience preferred.
• Experience in healthcare or clinical research setting is a plus.
• Technical proficiency in call center software and CRM systems required.

Responsibilities

• Manage a high volume of incoming and outgoing calls.
• Assist participants with questions and resolve concerns.
• Document call interactions in CRM system.

Skills

Communication Skills

Customer Service Orientation

Organizational Skills

Problem-Solving

Education

High School Diploma or GED

Tools

Call Center Software

CRM Systems

Ticketing Tools

Job description

What We Do

Care Access is a unique, multi-specialty network of research sites which operates as one connected team of physician investigators, nurse coordinators, and operations managers.

Who We Are

We care. Our people are the engines behind our mission: to revolutionize access to clinical trials for the benefit of patients everywhere. We care for one another, find new ideas to accelerate medicine, and seed a long-term impact for generations.

Position Overview

As a Customer Experience Representative, you will be at the forefront of enhancing patient experience and ensuring smooth communication across Care Access. Your mission is to manage incoming calls efficiently, provide essential support to participants, and route calls appropriately, all while maintaining a high level of professionalism and empathy. By handling a wide range of inquiries and administrative tasks, you will play a critical role in enabling our recruitment team to focus on their core responsibilities.

What You'll Be Working On (Duties include but not limited to):

• Manage Inbound Calls – Handle a high volume of incoming and outgoing calls with professionalism and efficiency, ensuring that all participant inquiries are addressed promptly.
• Provide Participant Support: Assist participants by answering questions, providing information, and resolving concerns related to clinical trials and other services offered by Care Access.
• Routing Calls: Efficiently route calls to the appropriate departments
• Documentation: Accurately document all call interactions in our CRM system and ticketing system to ensure seamless communication and follow-up.
• Collaboration: Work closely with other team members and departments to ensure a unified and efficient approach to participant experience.

Physical and Travel Requirements

• This is a remote position with less than 10% travel requirements. Occasional planned travel may be required as part of the role.

What You Bring (Knowledge, Skills, and Abilities):

• Communication Skills: Exceptional verbal and written communication skills, with a focus on clarity, empathy, and professionalism.
• Customer Service Orientation: Strong ability to manage participant relationships, with a focus on delivering a positive and supportive experience.
• Technical Proficiency: Experience using call center software, CRM systems, and ticketing tools. Familiarity with communication tools like Slack/TEAMS is preferred.
• Organizational Skills: Strong ability to manage multiple tasks, prioritize effectively, and maintain accurate documentation.
• Problem-Solving: Ability to think quickly and effectively manage challenging situations while maintaining composure.

Certifications/Licenses, Education, and Experience:

• Education: Minimum of a high school diploma or GED required.
• Experience: 2-5 years of call center experience preferred, especially in a healthcare or clinical research setting.
• Technical Skills: Proficiency in using call center software, CRM systems, and ticketing tools is required.

Benefits (US Full-Time Employees Only)

• Paid Time Off (PTO) and Company Paid Holidays
• 100% Employer paid medical, dental, and vision insurance plan options
• Health Savings Account and Flexible Spending Accounts
• Bi-weekly HSA employer contribution
• Company paid Short-Term Disability and Long-Term Disability
• 401(k) Retirement Plan, with Company Match

Diversity & Inclusion

We serve patients and researchers from diverse cultures and communities around the world. We are stronger and better when we build a team representing the people we aim to support. We maintain an inclusive culture where people from a broad range of backgrounds feel valued and respected as they contribute to our mission. We value diversity and believe that unique contributions drive our success.

At Care Access, every day, we are advancing medical breakthroughs. We’re uniting standard patient care with cutting-edge treatments and research. Our work brings life-changing therapies to those in need and paves the way for newer and greater treatments to reach the world. We’re proud to advance these breakthroughs and work with the big players while engaging with the

physicians and caring for patients.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Care Access is unable to sponsor work visas at this time.

Employment Statement

Care Access complies with all employment laws and regulations with respect to its employment practices, terms and conditions of employment, and pay equity and wages. Care Access does not engage in any unfair or forced labor practice and does not tolerate, under any circumstances, the use of any form of forced or involuntary labor, child labor, or human trafficking. This extends to suppliers, partners, or other third parties with whom Care Access does business. Care Access values and promotes the protection of human rights everywhere.