Call Center Agent

7 days ago

Baltimore, MD, United States Revel Staffing Full time
Job Description
A confidential clinical research organization is urgently hiring a Call Center Agent - Clinical Research to support recruitment for early-phase clinical trials.

You will be the first point of contact for potential study volunteers, ensuring calls are handled efficiently, professionally, and in full compliance with regulatory guidelines.

Key Responsibilities
  • Volunteer Recruitment & Coordination

    • Handle high-volume inbound and outbound calls and emails to recruit participants for clinical research studies.
    • Follow study-specific telephone scripts to pre-screen potential volunteers and explain eligibility requirements.
    • Schedule screening appointments and accurately enter participant data into the volunteer database (ClinBase™ or equivalent).
    • Track and report recruitment progress, escalating efforts as needed to meet enrollment goals.
  • Compliance & Documentation

    • Review clinical trial protocols and assist in creating recruitment documents (scripts, study fact sheets, call strategies).
    • Maintain strict confidentiality of participant information in alignment with HIPAA, and Good Clinical Practices (GCP).
    • Accurately log all communications and update participant records in real time.
  • Team Collaboration

    • Participate in daily team meetings to provide updates on recruitment status.
    • Communicate openly with screening teams and management to coordinate appointment times and recruitment strategies.
    • Assist in performance reviews and contribute to a positive, results-oriented team environment.
Required Qualifications
  • High School Diploma or GED required; Bachelor's degree preferred.
  • Experience: Minimum 2 years of call center, customer service, or clinical research-related work experience.
  • MediClear Certification (or equivalent healthcare compliance credential) required.
  • Strong written and verbal communication skills, with the ability to manage a fast-paced call queue.
  • Proficiency with computer systems, call distribution tools (such as Cisco Enterprise Contact Center), and data entry software.
  • Demonstrated ability to stay organized and maintain accuracy in a high-volume, metric-driven environment.

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