The Care Guide role will allow you to utilize your customer service experience to support our customers' sponsorship of a clinical trial. Qualified customer service professionals will be responsible for providing proactive phone, email, and chat support to clinical trial participants and clinical trial site staff to increase engagement. While there will be some inbound call management, a large part of the role will be focused on remote outbound calls. A part-time shift is currently available. Depending on your current schedule, this type of role can work in conjunction with your current position. Additionally, you will receive exposure to the medical device industry with the potential for long-term career growth in the field. This remote position will require access to the internet and the availability to work non-business hours. Responsibilities include answering inbound calls from participants and providing basic customer service or technical support, acting as a liaison on additional support required between end users and representatives from a medical device manufacturer, and being available during non-business hours. The work schedule is Monday to Friday from 4:30pm to 8:00pm EST and one hour over the weekend (date/time TBD). Job requirements include a high school degree or GED with 3+ years of patient interaction experience OR a 4-year degree from an accredited college with 1+ year of patient interaction experience, very strong interpersonal skills including excellent customer service skills and phone demeanor, organizational skills with best document practices, experience working with sensitive patient populations such as schizophrenia, ability to work effectively and document actively in Zendesk platform, adherence to program SLA and training, professionalism, ability to work independently and collaboratively, strong written and verbal communication skills, and preferred qualifications such as good clinical practice training, experience with schizophrenia or other mental illness, clinical trial experience of 3-5 years, and experience in the medical device industry (education or customer support). The role offers a flexible schedule, opportunity to gain experience and expand into new opportunities while earning supplemental income and learning the medical device industry.
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