Work Location: onsite in Baltimore, MD

At Parexel, the Call Center Agent is a business crucial role in ensuring panels of volunteers for clinical research studies conducted at the Parexel Baltimore and Los Angeles Early Phase Clinical Units (EPCUs) are filled on time and are in compliance with all sponsor protocols, Good Clinical Practices (GCPs), EPCU Standard Operating Procedures (SOPs), and any other applicable regulations. The person in this position ensures that all departmental work is timely, efficient, and of the highest quality.

Your Activities:

• Coordinating all aspects of incoming and outgoing calls and emails as they relate to specific assigned studies
• Interfacing with the screening team regarding screening appointment dates/times and communicating this information to all relevant call-center personnel
• Communicating and coordinating status of recruitment efforts within the call-center and initiating any increased efforts to maximize recruitment for assigned studies
• Providing regular updates to the study team and management on recruitment progress
• Reviewing clinical trial protocols and developing study specific recruitment documents – e.g., telephone scripts, study fact sheets, call strategies, etc.
• Telephone screening potential trial volunteers according to study specific telephone scripts and the daily recruitment strategy
• Handling incoming and outgoing calls to potential volunteers and closely track daily activity utilizing the Cisco Enterprise Contact Center (automated call distribution system)
• Scheduling screening appointments and record appropriate volunteer data in ClinBase™
• Data entry of all communications to the Volunteer Database for assigned studies
• Participating in team project meetings for regular recruitment updates on assigned studies
• Undertaking the full range of duties relevant to the management and development of the team to ensure their performance meets and or exceeds both the business and their own personal goals/objectives
• Maintaining a positive, results orientated work environment
• Building partnerships and modeling teamwork
• Communicating to the team in an open, balanced, and objective manner
• Participating in formal staff review processes e.g. performance and salary reviews to corporate standards and timescales
• Various other projects/duties as assigned by the Call-Center Manager or Management based on company need

Your Profile:

• 2 years of call-center, customer service, or clinical research related work experience
• A flexible attitude with respect to work assignments and new learning
• Ability to work evenings or weekends as projects dictate (schedule is typically weekday shift)
• High School Diploma required. Bachelor's degree preferred.

Base Pay Range: $20.00 to $23.00 per hour

Actual salaries may vary within the range based on several factors including, but not limited to education, training, experience, professional achievement, and location.

In addition to base salary, some roles may be eligible for participation in Parexel’s annual performance-based bonus plan, annual salary review and additional total rewards incentives.

Our talent acquisition team will provide additional details on our bonus plan or incentive programs for those eligible roles. For all eligible employees, we offer market leading benefit programs including paid time off, 401k match, life insurance, health insurance, and other benefit offerings in accordance with the terms of applicable plans.