Process and Systems Specialist, Clinical Delivery
About Care Access
Care Access is working to make the future of health better for all. With hundreds of research locations, mobile clinics, and clinicians across the globe, we bring world-class research and health services directly into communities that often face barriers to care. We are dedicated to ensuring that every person has the opportunity to understand their health, access the care they need, and contribute to the medical breakthroughs of tomorrow.
With programs like Future of Medicine, which makes advanced health screenings and research opportunities accessible to communities worldwide, and Difference Makers, which supports local leaders to expand their community health and wellbeing efforts, we put people at the heart of medical progress. Through partnerships, technology, and perseverance, we are reimagining how clinical research and health services reach the world. Together, we are building a future of health that is better and more accessible for all.
To learn more about Care Access, visit www.CareAccess.com.
How This Role Makes a Difference
The Process and Systems Specialist, Clinical Delivery supports the design, implementation, and continuous improvement of operational processes and systems that enable the successful execution of patient-centered programs. This role will primarily contribute to the Future of Medicine Program and work closely with Clinical Delivery leadership and cross-functional teams such as Marketing, IT, Medical, Regulatory, and Quality.
The Process and Systems Specialist will help translate program needs into efficient workflows, support the rollout of new systems, and ensure teams have the tools and processes they need to perform effectively. This is a hands-on role focused on execution, documentation, and providing subject matter support for systems and processes, with oversight and direction from Clinical Delivery leadership.
This role requires familiarity with the clinical research industry, along with experience in patient recruitment, retention, customer service, or related operational areas. Candidates should bring strong organizational skills, be comfortable with technology, and the ability to support process improvements that keep the patient experience at the center of all work.
How You'll Make An Impact
- Support the day-to-day operations of virtually based study coordinators and other clinical staff by identifying and escalating challenges and suggesting process solutions.
- Assist in the documentation and maintenance of processes and workflows designed to simplify daily work and keep the focus on patients.
- Provide system and process support to team members, including answering questions and assisting with training on key tools (e.g., call center software, CRM tools, calendaring systems, patient referral management systems, document repositories, etc.).
- Maintain and update process and workflow documentation, ensuring version control and centralized storage.
- Assist with day-to-day operational tasks such as pre-screening calls, scheduling follow-ups, and clearing backlogs of patient-specific work.
- Support the organization of team SharePoint folders and document systems.
- Conduct routine quality checks on team files and records, including participant calls, call center metrics, training record completion, informed consent documentation, and call script versioning.
- Monitor trends in customer feedback and share insights with leadership to inform improvements
- Help coordinate and schedule meetings with cross-functional partners to support process and system implementations.
- Track and respond to customer service tickets for timely resolution and escalate complex issues as needed.
- Perform additional duties as assigned to support Clinical Delivery operations
The Expertise Required
- Comfortable working with technology and ability to learn new systems quickly.
- Strong attention to detail and organizational skills.
- Ability to follow processes and recognize opportunities for improvement.
- Professional communication skills and ability to work with diverse stakeholders.
- Proficiency in Microsoft Office (Word, Outlook, Teams, Excel).
- Ability to work independently while also collaborating effectively with team members.
- Strong problem-solving and critical thinking skills.
- Familiarity with research terminology and basic medical terminology.
- Ability to prioritize and execute a high volume of daily tasks.
- Adaptability to working in a fast-paced, remote environment
- Bachelor’s degree in a science related field or the equivalent experience
- At least one year of experience supporting the work of patient facing teams
- Experience developing processes and identifying systems for a department experiencing rapid growth
- Fluency in English; Spanish a plus
How We Work Together
- Location: Remote within the United States. This role requires 100% of work to be performed in a remote office environment.
- Travel: This is a remote position with less than 10% travel requirements. Occasional planned travel may be required as part of the role.
- Physical demands associated with this position Include: The ability to use keyboards and other computer equipment.
Benefits & Perks
- Paid Time Off (PTO) and Company Paid Holidays
- 100% Employer paid medical, dental, and vision insurance plan options
- Health Savings Account and Flexible Spending Accounts
- Bi-weekly HSA employer contribution
- Company paid Short-Term Disability and Long-Term Disability
- 401(k) Retirement Plan, with Company Match
Diversity & Inclusion
We work with and serve people from diverse cultures and communities around the world. We are stronger and better when we build a team representing the communities we support. We maintain an inclusive culture where people from a broad range of backgrounds feel valued and respected as they contribute to our mission.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Care Access is unable to sponsor work visas at this time.
If you need an accommodation to apply for a role with Care Access, please reach out to: TalentAcquisition@careaccess.com
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