Job Description

Key Responsibilities:

• Make outbound calls to prospective patients to introduce clinical trial opportunities and conduct pre-screening assessments.
• Respond to inbound inquiries from patients and caregivers, providing clear, empathetic, and informative communication.
• Explain study requirements, benefits, and next steps in a way that builds trust and supports patient understanding.
• Accurately document call outcomes, patient information, and screening results in the internal database.
• Collaborate with clinical sites and internal teams to align outreach efforts with study timelines and eligibility criteria.
• Meet or exceed daily and weekly outreach and enrollment targets while maintaining high-quality interactions
• Use scripts and protocols to ensure consistency and compliance in patient communications.
• Escalate complex cases or questions to clinical staff or management as needed.
• Follow all HIPAA, GCP, and regulatory standards to protect patient privacy and maintain compliance.
• Contribute to ongoing improvement by providing feedback on call trends, patient concerns, and outreach effectiveness.
• Represent client professionally in every interaction, promoting trust and positive engagement with diverse patient populations.

Work Schedule: Monday - Friday, 10:30 AM - 7:00 PM

Location: In-office Monday - Thursday; work-from-home Fridays after training completion

Language Requirement: Bilingual in English and Spanish

Preferred Qualifications:

• Prior experience in a call center, or customer serviced based role
• Excellent verbal communication, listening, and interpersonal skills
• Comfort working in a high-volume phone-based environment
• Strong attention to detail and accurate data entry skills
• Empathy, patience, and the ability to work with individuals from various backgrounds

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