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 call interactions and collaborate with team members to ensure a unified approach. This remote position requires less than 10% travel. The role involves handling a high volume of calls, answering participant questions, and resolving concerns related to clinical trials. You will play a critical role in enabling the recruitment team to focus on their core responsibilities.

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
• 401k retirement plan