Customer Service II

Position Title: Customer Service II

Work Location: 480 S Highway US 45, Grayslake, IL

Assignment Duration: 6 months with possibility to extend

Work Schedule: M-F 7am-3:30pm / 40hr per week

Work Arrangement: Onsite

Position Summary:

Monitors and addresses telephone calls through ACPRU clinical subject recruitment call system. Pre-screen potential subjects using approved recruitment questionnaire and discuss previous medical history per subject.

Key Responsibilities:

* Monitors and addresses telephone calls through ACPRU clinical subject recruitment call system.

* Pre-screen potential subjects using approved recruitment questionnaire and discuss previous medical history per subject.

* Assigning subject number E-source including entering demographics and medical history information.

* Responsible for performing duties to ensure studies conducted at the ACPRU are filled with qualified clinical trial subjects.

* Responsible for timeliness of follow-up calls for each subject including overview of study objectives with inclusion/exclusion criteria, length of trial, number of outpatient visits, missed screening appointment, check-in reminders call, screening cancellations within 24 hours.

* Ensure response to and assignment of all inbound, outbound, email and text messages within 24 hours.

* Assist in identifying future ACPRU needs and identify new strategies to recruit trial subjects based on previous database use and trial enrollment.

* Call Center average quarterly of calls is between 4-5k volume.

Qualification & Experience:

* Phone center experience (must have). Someone used to call volume and processing calls will be ideal candidate.

* Associate's degree or higher.

* Basic medical knowledge.