Call Center Agent

Parexel • Glendale, CA

9h • Onsite

About The Position

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, the Call Center Agent is a business crucial 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. The person in this position ensures that all departmental work is timely, efficient, and of the highest quality.

Requirements

• Previous experience working in a high-volume call center setting - managing inbound and outbound calls
• A flexible attitude with respect to work assignments and new learning
• Ability to work evenings or weekends as projects dictate (schedule is typically weekday shift)
• High School Diploma required.

Nice To Haves

• Bachelor's degree preferred.

Responsibilities

• 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
• Maintaining a positive, results orientated work environment
• Building partnerships and modeling teamwork
• Communicating to the team in an open, balanced, and objective manner
• Various other projects/duties as assigned by the Call-Center Manager or Management based on company need

Benefits

• paid time off
• 401k match
• life insurance
• health insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED