Job Description

What the Medical Call Center Representative does

The Medical Call Center Representative under the guidance of the Recruitment Services Manager is responsible for assuring that all phones are answered in a professional and timely manner. They will phone screen all potential participants and will be knowledgeable about each study’s specific requirements. Responsibilities also include database entry, subject scheduling, running study specific queries, and subject tracking.

What you will do

• Accomplishes all necessary and applicable Worldwide Clinical Trials (Worldwide) training, including Standard Operating Procedures, Corporate Handbook, and Recruitment Training Manual.
• Always represents Worldwide in a professional manner (verbal, written and in appearance) when interacting with sponsors, volunteers, outside vendors and fellow employees.
• Answers all incoming phone calls and return calls in a professional and timely manner.
• Performs outbound calling to potential participants for enrollment into ongoing studies.
• Utilizes the recruitment subject database for subject identification, recruitment and qualification.
• Telephone screens potential participants and schedules them for screening.
• Assists in subject tracking, including screening cancellations, and follow-up with subjects on probation or outbound calling.
• Becomes familiar with inclusion/exclusion criteria for each study protocol. If needed, assists with creation of screening forms, assesses probable eligibility, and schedules subjects.
• Becomes familiar with job-specific information, including but not limited to medications (trade names, generic names, and categories), media sources, study procedures and protocol, industry vocabulary, etc.
• Becomes familiar with recruitment policies, including those on cancellations, no-shows, priority subjects, probation, and “No Contact” and is able to inform subjects of these policies.
• Responsible for requesting, scheduling, and attending any training required for this position.

What you will bring to the role

• Excellent customer service skills.
• Basic computer knowledge and applications required for database maintenance and other administrative duties.
• Must be able to work with constant interruptions.
• Experience in phone interviews and medical terminology to include medications.
• Excellent computer skills.
• Possible equipment includes, but is not limited to: computers, rolling carts, fax machines, photocopiers, telephone, calculators, and answering machines.

Your experience

• Required: High school or GED diploma.
• Preferred: At least 2 years of experience in the medical field with some knowledge in medical terminology.

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