Position Summary:
Perform telephone interview and day-to-day activities of Recruitment and screening department.
Duties and Responsibilities:
- Conduct telephone eligibility screening of potential English-speaking volunteers for inclusion or exclusion in all phases of clinical trials which includes but is not limited to:
- Reviewing screening criteria,
- Providing an overview of the study,
- Responding to volunteer preliminary questions,
- Capturing brief medical and medication history of volunteers
- Completion of required paperwork
- Book appointments for potential volunteers for onsite screening and assign volunteers to studies based on the results of medical screening visit's data entry, maintenance and updating of electronic volunteer files into Bio Pharma Services Inc. subject database for telephone recruitment
- Track statistics for clinical trials including but not limited to fill ratio, advertisement responses, and volunteer no show rates
- Create documents as required by recruitment and screening processes including, but not limited to:
- Create Recruitment packages
- Prepare lists for screening
- Process referrals and referral payments
- Master lists for Check-ins
- Participate in training of new hires if experience allows
- Involvement in departmental meetings
- Cooperate with and support the Quality Assurance (QA) group during audit activities
- Ensure compliance with appropriate BioPharma Services Inc. SOP’s and GCP and ICH guidelines
- Other duties as may be required & as training and experience allow
- Enter and/or update potential volunteer information in the Recruitment Database
- Offer study participation and provide tentative study information to potential study volunteers
- Administer telephone questionnaires to potential study volunteers
- Book, reschedule and/or cancel medical screening appointment(s) for potential study volunteer(s).
- Perform screening reception duties including but not limited to ID verification, recording of Demographic information.
- Build and maintain solid relationship with study volunteers by providing excellent customer service
- Resolve any volunteer related issues in a professional and timely manner
- Provide statistical reports to management e.g. month end report, study recruiting stats
- Participate in departmental meetings and assist management in implementing outlined departmental initiatives and developing strategies to maintain and increase subject retention
- Liaise with various departments regarding subject participation
- Help with main reception or clinic check-in as needed
- Direct calls, volunteers, couriers and visitors to the right person/department promptly
- Maintain screening related files
- Perform any other duties as required permissible by training and experience
Qualifications:
- Undergraduate degree in sciences or equivalent
- 1 - 2 years’ experience in a customer service environment and/or call center
- 1-year work experience in a CRO an asset
- Previous sales experience preferred
- Strong organizing and planning skills to work independently with efficiency and accuracy
- Excellent interpersonal and public relation skills
- Demonstrated proficiency in English, with excellent oral and written communications skills
- Decisive, good decision-making skills, able to escalate response to situations when relevant
- Proficient in Microsoft Word and Microsoft Excel
