Call Center Agent - Glendale, CA

Supporting Clinical Research Recruitment

Join a dynamic team dedicated to supporting clinical research recruitment efforts. This role is ideal for an organized, customer-focused professional who enjoys managing high call volumes while making a meaningful impact. You will assist potential trial volunteers and coordinate recruitment activities for assigned studies, requiring strong organizational skills, the ability to thrive in a fast-paced environment, and a proactive approach to problem-solving.

Primary Responsibilities

• Handle a high volume of inbound and outbound calls (60-70 daily) and manage patient queues efficiently.
• Coordinate incoming and outgoing communications related to specific clinical studies.
• Collaborate with the screening team to schedule appointments and share relevant information with call center personnel.
• Monitor recruitment efforts, provide updates to the study team, and suggest strategies to optimize participant enrollment.
• Review clinical trial protocols and develop study-specific recruitment materials, such as telephone scripts and fact sheets.
• Conduct telephone screenings with potential trial participants using approved scripts and strategies.
• Maintain accurate records of volunteer data and communications in the Volunteer Database and ClinBase system.
• Participate in team meetings to provide recruitment updates and contribute to project planning.
• Support team development by fostering a positive, results-oriented work environment and encouraging collaboration.
• Assist with performance reviews and other staff management activities as needed.
• Take on additional projects or duties as assigned by the Call Center Manager or Management.

Skills & Requirements

• Strong interpersonal, verbal, and written communication skills.
• Excellent organizational and problem-solving abilities.
• Exceptional telephone etiquette and customer service skills.
• Ability to manage multiple tasks, prioritize effectively, and maintain attention to detail.
• Flexible and adaptable to new assignments and learning opportunities.
• Willingness to work evenings or weekends as needed.
• Experience in high-volume, high-stress call center environments or clinical research-related roles is highly desirable.
• Proficiency in data entry and familiarity with call distribution systems (e.g., Cisco Enterprise Contact Center) is a plus.
• High school diploma required; a bachelor's degree in communications, healthcare, or a science-related field is preferred.

Compensation

$18 to $22 per hour.