About the position
The Central Study Coordinator – Retention (CSC-R) position combines clinical research and patient education skills into a singular role that delivers a strong customer experience for participants of patient programs, primarily the Future of Medicine program. The CSC-R acts as a virtual partner to individuals participating in the program and who are interested in learning more about clinical research. The CSC-R is accountable for ensuring the participants of the Future of Medicine are properly educated, retained, and considered for study participation. CSC-Rs do this several ways including but not limited to sharing and explaining lab results, conducting virtual consenting appointments, and pre-screening participants for specific studies. This role is expected to coordinate daily work independently using patient centric practices and a quality-first approach. This is a mid-level individual contributor role with the expectation that the CSC-R has strong working knowledge of and experience in the clinical research industry and excellent interpersonal skills.
Responsibilities
- Educate participants on lab results received through a Future of Medicine event.
- Prepare participants on potential study opportunities using provided educational materials and tools.
- Assess if a patient is understanding their results or if more support is needed.
- Balance a high volume of calls in allotted time while maintaining a patient-first mindset.
- Build strong rapport with participants in a virtual environment.
- Manage patient-facing work for each assigned participant to deliver the highest quality customer experience.
- Understand and identify participants who require more or less engagement.
- Interpret patient lab results and medication use to determine pre-screening qualification for a study.
- Apply critical thinking to evaluate a participant's potential eligibility for a specific study.
- Communicate with participants during routine check-ins after referring them to study sites.
- Analyze and understand study protocols to help match potential members with study opportunities.
- Manage participant referral work across several clinical protocols simultaneously.
- Escalate potential issues that may arise and follow program guides, SOPs, and other written instructions.
- Document all patient interaction appropriately and in accordance with GCP and ALCOA-C.
- Perform the Informed Consent process with participants virtually using e-consent technology.
- Review all elements of the consent form with the participant and assess their understanding.
- Manage participant communication via call center software, texts, emails, and other platforms.
- Assist participants who call into the central line and provide an optimal customer experience.
- Manage, update, and maintain participant activity in a dedicated tech management system in real time.
- Perform quality checks for self and others to ensure overall quality and integrity of data.
- Collaborate, review, and provide feedback/input on the development of education materials for the program.
- Identify and implement new ways of retaining and engaging potential study participants.
- Complete ongoing trainings and adhere to system access guidelines.
Requirements
- At least 2 years of relevant clinical research experience.
- Experience working on high volume screening studies.
- Experience with patient education and retention.
- Fluency in Spanish is a bonus.
Benefits
- Paid Time Off (PTO) and Company Paid Holidays.
- 100% Employer paid medical, dental, and vision insurance plan options.
- Health Savings Account and Flexible Spending Accounts.
- Bi-weekly HSA employer contribution.
- Company paid Short-Term Disability and Long-Term Disability.
- 401(k) Retirement Plan, with Company Match.
