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Call Center Agent

Ascent Brooklyn Park Full-Time
$18.00 - $19.00 / hour
Apply Now
Call Center Agent
Baltimore, MD
Contract to Hire
Part time – 25+ hrs per week
Flexible Hours: M-F between 8:00am and 4:30pm

  • Bachelor's degree in communications, healthcare, or science related field preferred
  • High School Diploma required
Minimum Work Experience:
  • 1-2 years of call-center, customer service, or clinical research related work experience
  • Excellent interpersonal, verbal, and written communication skills.
  • Excellent organizational and problem solving skills.
  • Exceptional telephone etiquette.
  • Customer service and client focused approach to work.
  • A flexible attitude with respect to work assignments and new learning.
  • Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail.
  • Willingness to work in a matrix environment and to value the importance of teamwork.
  • Ability to work evenings or weekends as projects dictate.
Language Skills:
  • Fluent in English
  • Bilingual preferred
  • Coordinate all aspects of incoming and outgoing calls and emails as they relate to specific assigned studies.
  • Interface with the screening team regarding screening appointment dates/times and communicate to all relevant call-center personnel.
  • Communicate and coordinate status of recruitment efforts within the call-center and initiate any increased efforts to maximize recruitment for assigned studies.
  • Review clinical trial protocols and develop study specific recruitment documents – e.g., telephone scripts, study fact sheets, call strategies, advertisement plan, etc.
  • Works with Enrollment Coordinator/Specialists on the creation and implementation of recruitment plans, materials (i.e. creation and posting of ads, approval submissions to Corporate Marketing/IRB) and tracking of return of investment (ROIs) on recruitment methods
  • Provide regular updates to the study team and management on recruitment progress.
  • Coordinate, provide work direction to, and develop Intermittent Call-Center staff.
  • Telephone screen potential trial volunteers according to study specific telephone scripts and the daily recruitment strategy.
  • Handle incoming and outgoing calls to potential volunteers and closely track daily activity utilizing the Cisco Enterprise Contact Center (automated call distribution system).
  • Schedule screening appointments and record appropriate volunteer data in ClinBase™.
  • Data entry of all communications to the Volunteer Database for assigned studies.
  • Participate in team project meetings for regular recruitment updates on assigned studies.
  • Undertake 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.
  • Maintain a positive, results orientated work environment, building partnerships and modeling teamwork, communicating to the team in an open, balanced and objective manner.
  • Participate in formal staff review processes e.g. performance and salary reviews to corporate standards and timescales.
  • Any other duties as assigned by Management. 

Skills required

Customer Service
Assist Individual
Telephone Skills
Update Customer Information
Take Customer Order
Utilize Questioning Skill


Salary Details

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Call Center Agent
$18.00 - $19.00 / hour
Estimated Salary: $64K
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Job ID: 19-07393


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