Call Center Agent

A business critical 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. Will also ensure that all departmental work is timely, efficient, and of the highest quality

•Coordinate all aspects of incoming and outgoing calls and emails as they relate to specific assigned studies.

•Interface with the screening team regarding screening appointment dates/times and communicate to all relevant call-center personnel.

•Communicate and coordinate status of recruitment efforts within the call-center and initiate any increased efforts to maximize recruitment for assigned studies.

•Provide regular updates to the study team and management on recruitment progress.

•Review clinical trial protocols and develop study specific recruitment documents – e.g., telephone scripts, study fact sheets, call strategies, etc.

•Telephone screen potential trial volunteers according to study specific telephone scripts and the daily recruitment strategy.

•Handle incoming and outgoing calls to potential volunteers and closely track daily activity utilizing the Cisco Enterprise Contact Center (automated call distribution system).

•Schedule screening appointments and record appropriate volunteer data in ClinBase™.

•Data entry of all communications to the Volunteer Database for assigned studies.

•Participate in team project meetings for regular recruitment updates on assigned studies.

•Undertake 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.

•Maintain a positive, results orientated work environment, building partnerships and modeling teamwork, communicating to the team in an open, balanced and objective manner.

•Participate in formal staff review processes e.g. performance and salary reviews to corporate standards and timescales.

•Any other duties as assigned by the Call-Center Manager or ManagementQualifications•Excellent interpersonal, verbal, and written communication skills.

•Excellent organizational and problem solving skills.

•Exceptional telephone etiquette.

•Customer service and client focused approach to work.

•A flexible attitude with respect to work assignments and new learning.

•Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail.

•Willingness to work in a matrix environment and to value the importance of teamwork.

•Ability to work evenings or weekends as projects dictate.

•1-2 years of call-center, customer service, or clinical research related work experience

•Bachelor’s degree in communications, healthcare, or science related field preferred

•High School Diploma requiredEEO DisclaimerParexel 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.