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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing inbound and outbound calls while conducting thorough pre-screening of candidates for clinical trials. Proficient in utilizing medical terminology and remote communication tools to ensure compliance with regulatory requirements and enhance patient engagement.
Highest-signal resume keywords
Clinical Trial ProcessesMedical TerminologyGCP CertificationRemote Communication ToolsCoaching and Supervisory Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Patient ScreeningData-Driven Performance ManagementKPI MonitoringDocumentation AccuracyMultitasking
Soft Skills
Verbal CommunicationWritten CommunicationEmpathyOrganizational SkillsAttention to Detail
Tools & Technologies
Microsoft Office SuiteRingCentralSlackMicrosoft TeamsSharePoint
Certifications & Qualifications
GCP Certification
Industry Keywords
Clinical ResearchPatient EngagementCall Center EnvironmentQuality AssuranceRegulatory Compliance
About the role
Key responsibilities & impact- Manage a high volume of inbound and outbound calls
- Conduct thorough remote pre-screening calls with potential candidates according to trial protocols
- Gather medical history, demographics, and other relevant information
- Explain clinical trial purposes, eligibility criteria, and associated risks or benefits
- Build relationships with potential participants
- Assess patient information and determine clinical-trial eligibility using medical terminology
- Use Microsoft Outlook, SharePoint, RingCentral, Slack, Microsoft Teams, and other software for calls, documentation, and team communication
- Meet or exceed KPIs related to pre-qualified referrals, enrollment rates, and conversion ratios
- Maintain accurate patient-interaction records in compliance with regulatory and trial-specific requirements
- Adhere to quality-assurance protocols
- Participate in ongoing training on trial protocols, regulatory requirements, and patient engagement
- Provide timely updates on patient status, referral outcomes, and issues
- Review contractor PC recorded calls for script, regulatory, and quality-standard adherence
- Monitor KPI dashboards and identify performance trends, gaps, and improvement opportunities
- Deliver individualized coaching and feedback to each contractor PC direct report at least twice monthly
- Escalate unresolved performance concerns to the PC Team Lead
- Recommend contractor PCs for performance-based bonuses
- Review and approve contractor PC timesheets weekly
- Generate monthly contractor-hours invoices and submit them to the PC Team Lead
- Collaborate with the PC Team Lead and Enrollment Operations Manager on PC department process improvements
Requirements
What you’ll need- Minimum of 3 years of experience in a call center environment
- At least 1 year in a healthcare or clinical research industry patient-facing screening role
- Prior supervisory, coaching, or team lead experience strongly preferred
- Strong verbal and written communication skills
- Ability to convey complex medical information clearly and effectively
- Ability to deliver constructive feedback in a professional, empathetic, and results-oriented manner
- Proficiency in remote communication and productivity tools including RingCentral, Slack, and Microsoft Office Suite
- Solid knowledge of medical terminology and clinical trial processes
- Ability to multitask, prioritize workload, and manage competing responsibilities in a fully remote, fast-paced environment
- Excellent organizational skills and attention to detail
- Comfort with data-driven performance management
- GCP (Good Clinical Practice) certification or willingness to obtain certification within a specified timeframe
- Comfortable using computers and adapting to new software applications as needed
Benefits
Comp & perks- 100% remote work
- Access to employee discount program
- 401(k) with employer contribution
- Employer-covered basic Life Insurance