Intake Specialist (Front Desk - Customer Service)Department: Operations Employment Type: Full Time Location: Vertex Clinical Research | Clermont FL Reporting To: Tina White Description Alcanza is a growing multi-site, multi-phase clinical research company with a network of locations in MA, NH, MI, VA, SC, FL, GA, AL, MO, TX and Puerto Rico. We have established a strong presence across Phase I-IV studies and several therapeutic areas including vaccine, neurology, dermatology, psychiatry, and general medicine. Join us as we continue to grow. The Intake Specialist is the first point of contact at the site making this a crucial role. Excellence in customer service is a must as this role is responsible for providing a pleasant experience for the volunteers by providing a warm friendly greeting, answering any questions, addressing their concerns and providing assistance. It is important that this role be the relationship bridge between recruitment and the clinic staff to ensure their experience is enjoyable from the first phone call to the last visit of the trial. Key ResponsibilitiesEssential Job Duties:
- This position is the front line of support for the site and may perform a variety of tasks, including but not limited to:
- Greeting volunteers and other visitors as soon as they arrive;
- Obtain/verify proper identification of each volunteer and upload into CTMS;
- Prepare, provide and explain the necessary documents for them to complete and read.
- Provide answers, information, and conversation to the volunteers making them feel comfortable and confident in their decision to participate in a trial;
- Answer inbound calls and emails with a high level of customer service;
- Place reminder calls to confirm scheduled appointment (according to guidelines);
- Assist with appointment rescheduling as needed;
- Call volunteers who are 15 minutes or more late to arrive for their appointment;
- Notify appropriate staff of volunteer's arrival and ensure they promptly come to greet them;
- Complete visits in the CTMS with strong attention to detail to ensure the maximum revenue is captured for billing;
- Updates CTMS with subject profile(demographics) and file/upload W9 form;
- Assign payment cards and issue stipend payments following visit completion;
- Coordinates / schedules transportation for volunteers;
- Maintain tracker of no-show volunteers until reschedule has been completed;
- Maintain tracker of screening volunteers without an upcoming scheduled appointment;
- Send weekly reports of appointment statuses to clinic staff to avoid missed appointments;
- Maintain a list of studies conducted at site and have general understanding of each;
- Submit medical records requests and track their progress;
- Sorting and distributing incoming mail; coordinating postage details & pick ups as needed for all outbound mail;
- Placing supply orders;
- Compiling office correspondence, filing, copying, collating, scanning as needed;
- Assist with preparing materials for study startup / SIVs;
- May assist with special projects as needed;
- Performs all other duties that may be requested or assigned.
Skills, Knowledge and ExpertiseMinimum Qualifications: An Associate's degree and a minimum of 3 years' experience in customer service, administration or sales, or an equivalent combination of education and experience, is required. Must have well-developed customer service skills. Experience with calendar management & scheduling is preferred. Bi-lingual (English / Spanish) proficiency is a plus. Required Skills:
- Must have excellent customer service skills.
- Proficiency with computer applications such as internet, email and Microsoft applications, and the ability to type proficiently (40+ wpm).
- Must possess strong organizational skills, attention to detail, and have basic math proficiency.
- Well-developed written and verbal communication skills.
- Well-developed interpersonal and listening skills and the ability to work well independently as well as with co-workers, subjects, managers and external customers.
- Ability to effectively handle multiple tasks, and adapt to changes in workloads and priorities.
- Ability to be professional, respectful of others, self-motivated, and exemplify a strong work ethic.
- Must possess a high degree of integrity and dependability.
- Ability to work under minimal supervision.
- Ability to handle highly sensitive information in a confidential and professional manner, and in compliance with HIPAA guidelines.
Benefits
- Full-time employees regularly scheduled to work at least 30 hours per week are benefits-eligible, with coverage starting on the first day of the month following date of hire.
- Medical, dental, vision, life insurance, short and long-term disability insurance, health savings accounts, supplemental insurances, and a 401k plan with a safe harbor match are offered.