Care Access is hiring a
Customer Experience Representative

Summary

The job is for a Customer Experience Representative at Care Access, a multi-specialty network of research sites. The role involves managing incoming calls, providing participant support, routing calls, and documentation. The position is remote with less than 10% travel requirements.

Requirements

• Education: Minimum of a high school diploma or GED required
• Experience: 2-5 years of call center experience preferred, especially in a healthcare or clinical research setting
• Technical Skills: Proficiency in using call center software, CRM systems, and ticketing tools is required

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

• 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
• 401k retirement plan