As a Customer Experience Representative, you will be at the forefront of enhancing patient experience and ensuring smooth communication across Care Access. Your mission is to manage incoming calls efficiently, provide essential support to participants, and route calls appropriately, all while maintaining a high level of professionalism and empathy. By handling a wide range of inquiries and administrative tasks, you will play a critical role in enabling our recruitment team to focus on their core responsibilities.
What You’ll Be Working On (Duties include but not limited to):
- Manage Inbound Calls – Handle a high volume of incoming and outgoing calls with professionalism and efficiency, ensuring that all participant inquiries are addressed promptly.
- Provide Participant Support: Assist participants by answering questions, providing information, and resolving concerns related to clinical trials and other services offered by Care Access.
- Routing Calls: Efficiently route calls to the appropriate departments
- Documentation: Accurately document all call interactions in our CRM system and ticketing system to ensure seamless communication and follow-up.
- Collaboration: Work closely with other team members and departments to ensure a unified and efficient approach to participant experience.
Physical and Travel Requirements
- This is a remote position with less than 10% travel requirements. Occasional planned travel may be required as part of the role.
What You Bring (Knowledge, Skills, and Abilities):
- Communication Skills: Exceptional verbal and written communication skills, with a focus on clarity, empathy, and professionalism.
- Customer Service Orientation: Strong ability to manage participant relationships, with a focus on delivering a positive and supportive experience.
- Technical Proficiency: Experience using call center software, CRM systems, and ticketing tools. Familiarity with communication tools like Slack/TEAMS is preferred.
- Organizational Skills: Strong ability to manage multiple tasks, prioritize effectively, and maintain accurate documentation.
- Problem-Solving: Ability to think quickly and effectively manage challenging situations while maintaining composure.
Certifications/Licenses, Education, and Experience:
- Education: Minimum of a high school diploma or GED required.
- Experience: 2-5 years of call center experience preferred, especially in a healthcare or clinical research setting.
- Technical Skills: Proficiency in using call center software, CRM systems, and ticketing tools is required.
Benefits (US Full-Time Employees Only)
- PTO/vacation days, sick days, holidays.
- 100% paid medical, dental, and vision Insurance. 75% for dependents.
- HSA plan
- Short-term disability, long-term disability, and life Insurance.
- Culture of growth and equality
- 401k retirement plan
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