Parexel Early Phase Clinical Unit supports the development of innovative new medicines which are vital for public health, improving outcomes, and saving lives. The early phase and “first in human” trials are the first step in testing these novel treatments in humans.
At Parexel Glendale, CA Unit (located in the Adventist hospital) our Call Center Agents are a business crucial role in ensuring panels of volunteer participants for Phase I studies 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.
Your time here
As a Call Center Agent, you will work with the enrollment team to increase diversity in volunteer participants and assist with providing a seamless experience for all volunteer participants. This role is a crucial role for the team as it will help support and build positive relationships with Spanish fluent volunteer participants and create new networks to diversify studies now and in the future.
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Develop professionally by gaining experience in delivering high-quality research projects in this growing sector.
Your Activities upon completion of training (including but not limited):
- Coordinating all aspects of incoming and outgoing calls and emails as they relate to specific assigned studies
- Interfacing with the screening team regarding screening appointment dates/times and communicating this information to all relevant call-center personnel
- Communicating and coordinating status of recruitment efforts within the call-center and initiating any increased efforts to maximize recruitment for assigned studies
- Providing regular updates to the study team and management on recruitment progress
- Reviewing clinical trial protocols and developing study specific recruitment documents – e.g., telephone scripts, study fact sheets, call strategies, etc.
- Telephone screening potential trial volunteers according to study specific telephone scripts and the daily recruitment strategy
- Handling incoming and outgoing calls to potential volunteers and closely track daily activity utilizing the Cisco Enterprise Contact Center (automated call distribution system)
- Scheduling screening appointments and record appropriate volunteer data in ClinBase™
- Data entry of all communications to the Volunteer Database for assigned studies
- Participating in team project meetings for regular recruitment updates on assigned studies
- Undertaking 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
- Various other projects/duties as assigned by the Call-Center Manager or Management based on company needs
Your Skills:
- Excellent interpersonal, verbal, and written communication skills
- Excellent organizational and problem-solving skills
- Exceptional telephone etiquette
- Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail
Your Profile:
- High School Diploma required
- Bachelor’s degree in communications, healthcare, or science related field preferred
- Customer service experience and client focused approach to work
- Willingness to work in a matrix environment and to value the importance of teamwork
- Fluent in written and oral English and Spanish
- Ability to work evenings or weekends as projects dictate
- Preferred call center agent and/or clinical research experience (NOT required)
Schedule: weekdays (Monday through Friday) with occasional weekend shifts
Base Pay Range: $18.00 to $22.00 per hour
Actual salaries may vary within the range based on several factors including, but not limited to education, training, experience, professional achievement, and location.
In addition to base salary, some roles may be eligible for participation in Parexel’s annual performance-based bonus plan, annual salary review and additional total rewards incentives.
Our talent acquisition team will provide additional details on our bonus plan or incentive programs for those eligible roles. For all eligible employees, we offer market leading benefit programs including paid time off, 401k match, life insurance, health insurance, and other benefit offerings in accordance with the terms of applicable plans.
This role may be subject to government and/or customer requirements regarding vaccination against COVID-19 that are more stringent than Parexel policy. Accordingly, successful applicants may need to be either vaccinated against COVID-19 or have an approved religious or medical exemption. Employment is contingent on disclosure of your COVID-19 vaccination status and, if relevant, proof of vaccination.
