Customer Experience Representative

Summary

Join Care Access as a Customer Experience Representative and be at the forefront of enhancing patient experience. Manage inbound calls, provide participant support, and route calls efficiently while maintaining professionalism and empathy. You will play a critical role in supporting the recruitment team. This remote position requires strong communication, customer service, and technical skills. A high school diploma or GED is required, and 2-5 years of call center experience is preferred. Benefits include PTO, paid medical, dental, and vision insurance, an HSA plan, disability and life insurance, a 401k plan, and a culture of growth and equality.

Requirements

• Communication Skills: Exceptional verbal and written communication skills, with a focus on clarity, empathy, and professionalism
• Customer Service Orientation: Strong ability to manage participant relationships, with a focus on delivering a positive and supportive experience
• Technical Proficiency: Experience using call center software, CRM systems, and ticketing tools
• Organizational Skills: Strong ability to manage multiple tasks, prioritize effectively, and maintain accurate documentation
• Problem-Solving: Ability to think quickly and effectively manage challenging situations while maintaining composure
• Education: Minimum of a high school diploma or GED required
• 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

Preferred Qualifications

• Experience: 2-5 years of call center experience preferred, especially in a healthcare or clinical research setting
• Familiarity with communication tools like Slack/TEAMS is preferred

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