Call Center Agent - Clinical Research

When our values align theres no limit to what we can achieve.

At Parexel we all share the same goal - to improve the worlds health. From clinical trials to regulatory consulting and market access every clinical development solution we provide is underpinned by something special - a deep conviction in what we do.

Each of us no matter what we do at Parexel contributes to the development of a therapy that ultimately will benefit a patient. We take our work personally we do it with empathy and were committed to making a difference.

Work Location: onsite in Baltimore MD

At Parexel theCall Center Agentis a business crucial role in ensuring panels of volunteers for clinical research studies conducted at the Parexel Baltimore and Los Angeles Early Phase Clinical Units (EPCUs) are filled on time and are in compliance with all sponsor protocols Good Clinical Practices (GCPs) EPCU Standard Operating Procedures (SOPs) and any other applicable regulations. The person in this position ensures that all departmental work is timely efficient and of the highest quality.

Your Activities:

• Coordinating all aspects of incoming and outgoing calls and emails as they relate to specific assigned studies
• Interfacing with the screening team regarding screening appointment dates/times and communicating this information to all relevant call-center personnel
• Communicating and coordinating status of recruitment efforts within the call-center and initiating any increased efforts to maximize recruitment for assigned studies
• Providing regular updates to the study team and management on recruitment progress
• Reviewing clinical trial protocols and developing study specific recruitment documents e.g. telephone scripts study fact sheets call strategies etc.
• Telephone screening potential trial volunteers according to study specific telephone scripts and the daily recruitment strategy
• Handling incoming and outgoing calls to potential volunteers and closely track daily activity utilizing the Cisco Enterprise Contact Center (automated call distribution system)
• Scheduling screening appointments and record appropriate volunteer data in ClinBase
• Data entry of all communications to the Volunteer Database for assigned studies
• Participating in team project meetings for regular recruitment updates on assigned studies
• Undertaking the full range of duties relevant to the management and development of the team to ensure their performance meets and or exceeds both the business and their own personal goals/objectives
• Maintaining a positive results orientated work environment
• Building partnerships and modeling teamwork
• Communicating to the team in an open balanced and objective manner
• Participating in formal staff review processes e.g. performance and salary reviews to corporate standards and timescales
• Various other projects/duties as assigned by the Call-Center Manager or Management based on company need

Your Profile:

• 2 years of call-center customer service or clinical research related work experience
• A flexible attitude with respect to work assignments and new learning
• Ability to work evenings or weekends as projects dictate (schedule is typically weekday shift)
• High School Diploma required. Bachelors degree preferred.

Base Pay Range: $20.00 to $23.00 per hour

Actual salaries may vary within the range based on several factors including but not limited to education training experience professional achievement and location.

In addition to base salary some roles may be eligible for participation in Parexels annual performance-based bonus plan annual salary review and additional total rewards incentives.

Our talent acquisition team will provide additional details on our bonus plan or incentive programs for those eligible roles. For all eligible employees we offer market leading benefit programs including paid time off 401k match life insurance health insurance and other benefit offerings in accordance with the terms of applicable plans.

EEO Disclaimer
Parexel is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to legally protected status which in the US includes race color religion sex sexual orientation gender identity national origin disability or protected veteran status.