Customer Experience Representative, Care Access
More information about location
Decentralized clinical research & trial services
Be an early applicant
Decentralized clinical research & trial services
501-1000 employees
Be an early applicant
More information about location
501-1000 employees
Company mission
To engage every healthcare professional in clinical research and to make clinical trials a care option for every patient.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Our take
Through a network of distributed clinical research sites, on-demand popup sites, mobile infrastructure, and traveling clinical professionals, Care Access allows for decentralized clinical trials - especially in underserved communities.
Decentralized and virtually managed trials exploded in popularity during the height of the pandemic, and now they look set to stay. Care Access, that was established before this boom, is hence in a strong position to lead the way as this type of trial becomes more mainstream.
The company acquired IBPClin, a clinical trial center in Brazil, in 2022. This highlights its intention to grow in South America as well as at home in the US. On top of this, it has opened a new clinical research site in Poland, in another move towards establishing a global presence.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- PTO/Vacation days, sick days, Holidays
- 100% paid Medical, Dental, and Vision Insurance. 75% for dependents
- HSA plan Short-term disability, long-term disability, Life Insurance
- Continued Education Allowance
- Culture of growth and equality
- 401K plan and matching contribution
Company HQ
Downtown Crossing, Boston, MA
Leadership
Ahmad Namvargolian
(Founder & CEO)Was a Research Scientist at the Lawrence Berkeley National Laboratory in California. Holds a Master's in Public Policy from the University of Chicago.
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