Call Center Coordinator II
Fortrea · Dallas
Job Overview:
The Call Center Coordinator supports participant recruitment through the planning and execution of recruitment strategies using a combination of media and community outreach.
Summary of Responsibilities:
- Train new employees.
- Routinely liaise with the Recruitment Supervisor, Screening Supervisor, Physicians and Study/Project Managers.
- Backup for Clinical Pharmacology Recruitment SharePoint and liaison with call center.
- Setup studies in Recruitment SharePoint based on protocol for all Clinical Pharmacology sites including screening appointments.
- Produce study recruitment reports and warm calling lists as required.
- Distribute and update recruiting manual.
- Notify the Recruitment Supervisor or designee of any concerns or problems in a timely manner.
- Liaison with screening department in coordinating all necessary screening information needed for recruitment.
- Monitor and assess response to advertising and scheduled screening appointments to adequately meet the number of appointments needed.
- Monitor progress of recruitment to management as needed.
- Assist with maintaining status updates of all subjects in the database.
- Assist with compiling monthly reports for management.
- Advise call center staff as needed and review staff’s work to ensure the highest quality work is performed when screening participants for studies.
- Monitor call center staff to ensure they maintain exemplary customer service skills to attain a high panel fill rate.
- Assist with all recruitment activities on enrolling studies at each Clinical Pharmacology site including creation of advertisements.
- And all other duties as needed or assigned.
Qualifications (Minimum Required):
- Associate degree in Communication, Health Administration, or other related field.
- Excellent Verbal and written communication skills.
- Fortrea may consider relevant and equivalent experience in lieu of educational requirements.
- Focus on the Customer.
- Innovate and Change.
- Pursue Scientific and Process Excellence.
- Work with Others.
- Achieve Results.
Experience (Minimum Required):
- 3 years call center experience in a medical setting (using medical terminology).
- Experience in a medical field is preferred.
- Additional experience may be substituted for education requirements.
Physical Demands/Work Environment:
- Office conditions.
- Overtime and weekends as required.
Learn more about our EEO & Accommodations request here.