Call Center Agent – Clinical Research

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.

Requirements

Assistant