Intake Specialist (Front Desk Coordinator) - Bilingual required (English/Spanish)

Alcanza Clinical Research•Palmetto Bay, FL

4h•Onsite

About The Position

Alcanza is a growing multi-site, multi-phase clinical research company operating across several U.S. states and Puerto Rico. The Intake Specialist is the site’s first point of contact and provides a welcoming, helpful experience for volunteers from their initial contact through their trial visits. The role serves as a relationship bridge between recruitment and clinic staff, providing information, addressing concerns, and helping volunteers feel comfortable and confident about participating in a trial. The position handles front-desk and administrative support, volunteer intake and scheduling, CTMS documentation, stipend payments, transportation coordination, study and appointment tracking, records requests, mail, office supplies, and preparation of study materials. It may also include special projects and other assigned duties. English/Spanish bilingual proficiency is required. The position is full-time and located at the Innovation site in Palmetto Bay, Florida.

Requirements

Associate’s degree and at least 3 years of experience in customer service, administration, or sales, or an equivalent combination of education and experience.
Bilingual proficiency in English and Spanish.
Excellent customer service skills.
Proficiency with internet, email, and Microsoft applications, and typing speed of 40+ words per minute.
Strong organizational skills and attention to detail.
Basic math proficiency.
Well-developed written and verbal communication skills.
Well-developed interpersonal and listening skills, including the ability to work effectively independently and with coworkers, subjects, managers, and external customers.
Ability to handle multiple tasks and adapt to changes in workload and priorities.
Professionalism, respect for others, self-motivation, and a strong work ethic.
High degree of integrity and dependability.
Ability to work under minimal supervision.
Ability to handle highly sensitive information confidentially and professionally in compliance with HIPAA guidelines.

Nice To Haves

Experience with calendar management and scheduling.

Responsibilities

Greet volunteers and other visitors promptly upon arrival.
Obtain and verify volunteer identification and upload it into CTMS.
Prepare, provide, and explain documents for volunteers to read and complete.
Answer volunteer questions, provide information, and help volunteers feel comfortable and confident about trial participation.
Answer inbound calls and emails with a high level of customer service.
Make appointment reminder calls according to guidelines and assist with rescheduling.
Call volunteers who are at least 15 minutes late for appointments.
Notify appropriate staff when volunteers arrive and ensure staff promptly greet them.
Complete visits in CTMS accurately to support maximum revenue capture for billing.
Update CTMS with subject profile demographics and upload W-9 forms.
Assign payment cards and issue stipends after visit completion.
Coordinate and schedule volunteer transportation.
Track no-show volunteers until they have been rescheduled.
Track screening volunteers who do not have an upcoming appointment scheduled.
Send weekly appointment-status reports to clinic staff to help avoid missed appointments.
Maintain a list of studies conducted at the site and a general understanding of each.
Submit medical-record requests and track their progress.
Sort and distribute incoming mail and coordinate postage and pickups for outbound mail as needed.
Place supply orders.
Compile office correspondence and perform filing, copying, collating, and scanning as needed.
Assist in preparing materials for study startup and SIVs.
Assist with special projects and perform other duties as requested or assigned.