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Employer Sponsored Job (Free to apply to)
PAREXEL International Corporation Job Title
Call Center Agent

PAREXEL International Corporation

Job Description
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Jobs at Parexel
We know just how important it is to put people first. It's with that human touch that we've played a part in nearly all of the top 50 treatments on the market. And every day, we're focused on working with industry leaders to bring life-changing healthcare to patients across the globe. Whether you join our Clinical, Consulting, Biotech, Functional Service Provider (FSP), or other teams, we're doing it
With Heart
Call Center Agent
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Job ID
Baltimore, Maryland
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 Skills:
Excellent interpersonal, verbal, and written communication skills
Excellent organizational and problem-solving skills
Exceptional telephone etiquette
Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail
Your Profile:
Customer service experience and client focused approach to work
A flexible attitude with respect to work assignments and new learning
Willingness to work in a matrix environment and to value the importance of teamwork
Ability to work evenings or weekends as projects dictate
1-2 years of call-center, customer service, or clinical research related work experience
High School Diploma required
Bachelor’s degree in communications, healthcare, or science related field preferred
Available to work a minimum for 20 hours per week
This role may be subject to government and/or customer requirements regarding vaccination against COVID-19 that are more stringent than Parexel policy. Accordingly, successful applicants may need to be either vaccinated against COVID-19 or have an approved religious or medical exemption. Employment is contingent on disclosure of your COVID-19 vaccination status and, if relevant, proof of vaccination.
EEO Disclaimer
Parexel is an equal opportunity employer.  Qualified applicants will receive consideration for employment without regard to legally protected status, which in the US includes race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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