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Posted 2 months ago

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Participant Care Specialist - Spanish Bilingual

Tempe, AZOn-siteFull-time

AI Summary

The Participant Care Specialist serves as the primary point of contact for clinical trial participants, managing their experience from screening through study completion, handling inquiries and escalations, and gathering feedback to improve services.

About this role

Celerion is committed to swift, exceptional clinical research through translational medicine. Every day, we use our experience, agility, and innovative research strategies to help get drugs to market faster.

Job Purpose
The Participant Care Specialist is responsible for assessing, planning, facilitating and advocating for options and services directed to enhance participants’ experiences from initial point of contact at screening through study completion. This role will focus on providing customer service and interacting with participants directly in order to obtain data related to the participants’ experience.

Essential Functions

  • Responsible for and manages the participant experience during all phases of a clinical study (screening, conduct, post study follow-up)
  • Act as the point person in the clinic to handle participant questions, complaints and resolving participant related issue escalations
  • Develop, track and respond to participant survey feedback and make recommendations for improvement
  • Create, plan and oversee participant activities during conduct
  • Participate in the Participant Care Committee to make decisions that enhance the participant experience within Celerion
  • Proactively identifies new needs or capabilities to enhance participant satisfaction
  • Keep participants informed of study information
  • Direct staff based on participant care priorities. Redirect and provide feedback for improved participant interactions as needed. (Using CARE and AIDET standards).
  • Collaborate with managers regarding participant orientation sessions, clinical tours, screening process flow, alternate releases, etc.
  • Ability to work in required work environment, including but not limited to working in a clinical/ laboratory environment with exposure to biological/ biohazardous materials.
  • Conduct other reasonable duties as assigned

    • Knowledge/Skills/Education/Licenses

  • Excellent customer service skills with 2 years customer service experience
  • Excellent oral and written communication skills
  • Bilingual in English and Spanish required
  • Excellent interpersonal skills
  • Flexibility to work evening, weekend and flexible hours as needed.
  • Ability to manage multiple priorities in a fast–paced environment.
  • Excellent organizational and problem-solving skills.
  • Equivalent education and experience will be considered.
  • Schedule: Monday - Friday (Flexible - 7 AM - 4 PM), Occasional weekend availability

    • Skills

    AIDET StandardsBilingual English SpanishCare StandardsClinical ResearchClinical TrialsCustomer ServiceParticipant ExperienceSurvey Feedback

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