Clinical Customer Service Specialist

2 weeks ago

New Haven, United States Pfizer Full time

**Clinical Customer Service Specialist (Contract)**

New Haven, CT, United States Contract (18 months) Published 5 months ago GCP ICH Patient Intake BLS Healthcare Spanish LPN clinical experience Nurse clinical trials **Clinical Customer Service Specialist**

Training will be onsite, then remote until COVID19 restrictions are lifted

**Summary:**

The Clinical Customer Service Specialist assists the colleagues working in the Business Operations department for all recruitment related activities of trial subjects:

* Database development and maintenance, pre-selection of suitable study candidates, organize recruitment-related activities pre-, per-, and post-study. Supports clinical trials by drafting/using different recruitment related documents, performs administrative activities

* Contributes to compliance with regulatory requirements related to the protection of volunteers confidential data

**Responsibilities:**

* Subject / Patient Database Maintenance

* SME in database query ensures all information is entered consistently and correctly so that database is searchable with reliable information

* Assists in the development and maintenance of the PCRU subject recruitment capabilities to conduct a broad range of studies

* Assists in the identification, exploration, and implementation of new methods for subject recruitment to extend the panel

* May assist in the implementation of recruitment campaigns, including the design, drafting & publication of advertisements in various media.

* Maintain accuracy, accessibility, and confidentiality of volunteer records and reports

* May act as a primary contact person for new potential volunteers, responsibilities include:

* Answering incoming calls from potential volunteers responding to any methods of recruitment,

* Inform them about the unit activity, the overall recruitment process, and studies,

* Enters gathered information accurately into the database;

* Must be able to process new requests from different media (Internet platform and others).

* Contact volunteers already listed in the database for proactive engagement, answers questions about the clinical trial process. Inform potential volunteers on the next steps and/or scheduled appointments and how to reach the clinical research unit.

* Recruitment and Screening Activities (Overseen by Supervisor)

* Provide support to internal clinical research staff in the pre-selection of subjects for eligibility using protocol inclusion/exclusion criteria;

* Communicate protocol requirements to study subjects and patients calling to inquire about specific studies;

* May create and manage various communication methods to subjects, including but not limited to letters, text messaging, and mailings;

* Manage subject phone calls including scheduling/rescheduling of appointments;

* Responsible for meeting timelines required for filling specific study screenings and for filling cohorts and groups for dosing.

* Provides training to less experienced phone screen staff when needed and demonstrates the ability to problem-solve.

* Maintains a positive and professional attitude to the subject population, understanding they are the first contact subjects have with the CRU;

* Track phone call metrics from sources of advertising so that advertising strategies can be decided based on what is most effective;

* May write and update recruitment related documents for subject use as appropriate

* Communicate protocol requirements to study subjects and contribute to compliance

* Demonstrate a positive attitude to the subject population to ensure subjects trust in clinical research

* Support Clinical Trials (under the responsibility of the Principal Investigator)

* Assist in the conduct of clinical trials in the PCRU

* May obtain signed informed consent from candidate trial-subjects

* May assist in staff scheduling as appropriate

* May assist in the data management/cleaning activities for assigned protocols

* Identify new options for problem solving and execution of the protocol

* Document individual subjects participation while involved in study activities

* Responsible for recording study data, maintaining source documentation, and updating the subject database, not only specific to study participation

* Other

* Participate in community outreach efforts

* Assist in development and maintenance of social media presence including managing all website updates (managing ads, posting new content etc.)

* Assist in the increase of the unit awareness

* Participate in PCRU teams to accomplish business needs and resolve issues

* Ensure data collection of high quality and transfer to relevant departments

* Ability to take over and manage other specific projects

* Participate in the communication and study-related meetings

* Ensure clinical trials are conducted in accordance with scientific, medical, and ethical principles, within regulatory requirements/guidelines, and Pfizer SOPs

* May participate in the different administrative parts related to the execution of Phase I clinical studies.

* Support ongoing capture and analysis of metrics to demonstrate value and increase productivity

* 40-hour position; includes some weekend and evening hours;

* Represents the PCRU on global initiatives as subject matter expert, as appropriate

* May participate in the communication and study-related meetings

* May participate in the different financial matters, including purchasing/orders management, contact with suppliers, budgets set up and management, monthly expenses justification, bank account management, payment of subjects

* May act as a receptionist.

* Supports ongoing capture and analysis of metrics to demonstrate value and increase productivity

* Participates in the creation and implementation of global and local SOPs

**Qualifications:**

* Registered Nurse, Licensed Practical Nurse, or related discipline, required

* Bachelors degree strongly preferred

* Healthcare practice experience/training with a valid license preferred

* BLS certification

* Minimum of 3+ years experience in a clinical setting required

* Proficiency in using MS Office tools suite (Excel, Word, etc.)

* Understanding of local regulatory requirements (e.g., ICH, GCP)

* Understanding of the drug development process

* Spanish language fluency strongly preferred

* Excellent written and verbal communication skills

* Excellent computer skills

* Excellent customer service and professionalism

**Shift and Hours:**

* Shifts will vary (candidate must be available for any shift):

* Monday-Friday

* 7:30a-4:00p

* 8:30a-5:00p

* 10:00a-6:30p

* Saturdays (once a month)

* 9:00a-2:00p

**Please note contractors are engaged to provide services to Pfizer on a temporary basis in connection with a specific assignment. Contractors are hired and employed through Atrium, our third-party payrolling partner.**

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