Customer Experience Representative

Summary

Join Care Access as a Customer Experience Representative and be at the forefront of enhancing patient experiences. Manage inbound calls, provide participant support, and route calls efficiently while maintaining professionalism and empathy. Accurately document all interactions and collaborate with team members. This remote position requires exceptional communication and customer service skills, along with technical proficiency in call center software and CRM systems. A high school diploma or GED is required, and 2-5 years of call center experience is preferred. Benefits include paid time off, comprehensive health insurance, retirement plan, and more.

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

• 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