Customer Experience Representative
About The Position
Care Access is working to make the future of health better for all. With hundreds of research locations, mobile clinics, and clinicians across the globe, we bring world-class research and health services directly to communities that often face barriers to care. We are dedicated to ensuring that every person has the opportunity to understand their health, access the care they need, and contribute to the medical breakthroughs of tomorrow. With programs like Future of Medicine, which makes advanced health screenings and research opportunities accessible to communities worldwide, and Difference Makers, which supports local leaders to expand their community health and wellbeing efforts, we put people at the heart of medical progress. Through partnerships, technology, and perseverance, we are reimagining how clinical research and health services reach the world. Together, we are building a future of health that is better and more accessible for all. To learn more about Care Access, visit www.CareAccess.com. How This Role Makes a Difference 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.
Requirements
- Exceptional verbal and written communication skills, with a focus on clarity, empathy, and professionalism.
- Strong ability to manage participant relationships, with a focus on delivering a positive and supportive experience.
- Experience using call center software, CRM systems, and ticketing tools. Familiarity with communication tools like Slack/TEAMS is preferred.
- Strong ability to manage multiple tasks, prioritize effectively, and maintain accurate documentation.
- Ability to think quickly and effectively manage challenging situations while maintaining composure.
- Minimum of a high school diploma or GED required.
- 2-5 years of call center experience preferred, especially in a healthcare or clinical research setting.
- Proficiency in using call center software, CRM systems, and ticketing tools is required.
Nice To Haves
- Familiarity with communication tools like Slack/TEAMS is preferred.
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.
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
