Central Study Coordinator

Summary

Join Care Access as a Central Study Coordinator – Retention (CSC-R) and combine your clinical research and patient education skills to deliver exceptional customer experiences for participants in the Future of Medicine program. You will act as a virtual partner, educating participants, ensuring retention, and facilitating their consideration for study participation. Responsibilities include virtual consenting, pre-screening participants, explaining lab results, and managing participant communication across various platforms. This mid-level role requires strong clinical research experience, excellent interpersonal skills, and proficiency in various technologies. The position is remote with minimal travel. Care Access offers a comprehensive benefits package for full-time US employees.

Requirements

• Able to flex as needed in a fast moving, fast paced environment while maintaining the companies' values and mission
• Technologically proficient
• Demonstrate professionalism in all situations and work effectively with a diverse group of individuals
• Understand when issues require escalation
• Proficient in research terminology and basic medical terminology
• Understand the overall clinical development paradigm and excellent working knowledge of government regulations, GCP, and ALCOA-C
• Strong organization and time management skills
• High attention to detail
• Effective communication over phone (proper speaking volume, clarity, speech cadence)
• Excellent customer service skills
• Warm, personable approach in communicating with others both verbally and in writing
• Ability to communicate the basics of clinical research related to patient education
• Ability to work effectively in a remote environment within minimal supervision
• Proper home office set-up including a private space for participant communication and high-speed internet (at minimum: 100MB up and 15 MB down, 5 GHz router)
• At least 2 years of relevant clinical research experience
• Experience working on high volume screening studies
• Experience with patient education and retention

Responsibilities

• Build strong rapport with participants in a virtual environment to help ensure a positive experience for everyone in the Future of Medicine program
• Manage patient-facing work for each assigned participant to deliver the highest quality customer experience within required program timelines
• Educate and prepare participants on potential study opportunities using the provided educational materials and tools
• Understand and identify participants of the program who require more or less engagement, ensuring to tailor to their needs for a positive participant experience
• Perform the Informed Consent process with participants virtually by using e-consent technology
• Review all elements of the consent form with the participant and assess their understanding to ensure the protection of human participants in clinical research. Complete signatures using the e-consent platform
• Pre-screen and refer participants to specific study sites for specific studies
• Apply critical thinking to evaluate a participant's potential eligibility for a specific study
• Communicate with participants of the program during routine check-ins after referring them to study sites
• Analyze and understand study protocols to help match potential members with current and or upcoming study opportunities
• Manage participant referral work across several clinical protocols simultaneously
• Understand and explain lab results and other tests as applicable
• Manage participant communication via a call center software, texts, emails, and other platforms and systems
• Escalate potential issues that may arise and correctly follow program guides, SOPs, and other written instruction regarding escalations
• Manage, update, and maintain participant activity in a dedicated tech management system in real time
• Work effectively and efficiently with other CSC-Rs, physicians, and sites
• 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
• Schedule, prepare for, and facilitate participant calls in accordance with the program guidelines
• Successfully manage a high volume of assigned calls and inbound lines in parallel
• Perform quality checks for self and others to ensure overall quality and integrity of data
• Complete trainings assigned and adhere to system guidelines
• Maintain proper documentation in applicable systems used
• Complete assigned work by the deadlines given
• Assist participants who call into the central line and give them an optimal customer experience
• Attend regular meetings and stay up to date on all current information within the department
• Continuously meet KPIs and deliver work that meets expected standards
• Additional duties and responsibilities may be assigned as needed

Preferred Qualifications

Fluency in Spanish

Benefits

• PTO/vacation days, sick days, holidays
• 100% paid medical, dental, and vision Insurance. 75% for dependents
• HSA plan
• Short-term disability, long-term disability, and life Insurance
• Culture of growth and equality
• 401k retirement plan