Customer Service Representative

Original job posting

The Customer Service Representative will pre-screen volunteers for clinical trial eligibility and provide them with necessary study information. They are responsible for scheduling appointments, maintaining participant records, and ensuring all activities comply with study protocols and regulatory standards.

Job details

About The Role The Customer Service Representative will provide volunteers with preliminary clinical trial information and company details as well as pre-screen volunteers to determine eligibility for clinical trial screening. The Customer Service Representative will ensure all tasks performed are executed in compliance with study protocol, Good Clinical Practices (GCP) and Standard Operating Procedures (SOP)s. What You'll Do Here Ensure the confidentiality of clinical trial participants and sponsors is respected. Maintain and advocate a high level of customer service and quality within the department. Review and understand all assigned actively enrolling studies. Answer in-coming calls and internet applications/web-submission forms from clinical trial participants. Contact past/potential participants to provide upcoming clinical trial information and determine eligibility. Schedule screening and/or other clinical trial related appointments. Update participant management software with volunteer demographics and medical history. May confirm participant statuses and prepare/send check-in lists for clinical operations teams. Strive to achieve study recruitment targets and departmental objectives. Proactively communicate issues and/or problem resolutions to departmental supervisors and managers. What You'll Need to Succeed High School Diploma required; college degree and related work experience preferred. Previous experience in customer service call center Excellent communication French and English Knowledge of clinical research and medical terms an asset Altasciences strives to provide a French working environment for its employees in Quebec. Although as part of its francization program has taken all reasonable steps to avoid imposing the above-mentioned requirement. Fluency in English is an essential requirement for the position of Customer Service Representative including, but not limited to, for the following reasons: The requirement to have study protocols, designs and clinical research documents written and documented in English as required by industry regulatory agencies. What We Offer Variable and flexible schedule: you must be available minimum 30 hours per week; including weekends Schedules are in these time slots : Monday to Friday from12PM to 8PM, Saturday and Sunday from 9AM to 5PM. On-site at our Montreal location (1100 av. Beaumont) Free-parking for employees In front of Métro Acadie Altasciences' Incentive Programs Include: Training & Development Programs Employee Referral Bonus Program Annual Performance Reviews #LI-MB1

What you’ll do

The Customer Service Representative will pre-screen volunteers for clinical trial eligibility and provide them with necessary study information. They are responsible for scheduling appointments, maintaining participant records, and ensuring all activities comply with study protocols and regulatory standards.

Requirements

A high school diploma is required, with a college degree and previous call center experience preferred. Candidates must be fluent in both English and French and possess knowledge of clinical research and medical terminology.

Benefits

• Training & Development Programs • Employee Referral Bonus Program • Annual Performance Reviews • Free-parking

Listed skills

• Customer service · Preferred
• Regulatory Compliance · Preferred
• Communication · Preferred
• Data entry · Preferred
• scheduling · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Call Center
• Clinical Research
• Medical Terminology
• Communication
• Scheduling
• Data Entry
• Participant Management
• Eligibility Screening
• Regulatory Compliance
• Good Clinical Practices
• Bilingualism
• Medical History Documentation
• Bilingual (French/English)
• Advocacy
• Call Center Experience
• Clinical Trials
• Confidentiality
• English Language
• French Language
• Standard Operating Procedure
• Good Clinical Practices (GCP)
• Project Management Software
• Operations
• Performance Review

Job areas

• Customer Service & Support
• Healthcare
• Science & Research
• Customer Service Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives