Customer Experience Representative
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 to 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
As a Customer Experience Representative, you will be at the forefront of enhancing patient experience and ensuring smooth communication across Care Access. Your mission is to manage incoming calls efficiently, provide essential support to participants, and route calls appropriately, all while maintaining a high level of professionalism and empathy. By handling a wide range of inquiries and administrative tasks, you will play a critical role in enabling our recruitment team to focus on their core responsibilities.
How You'll Make An Impact
- Manage Inbound Calls – Handle a high volume of incoming and outgoing calls with professionalism and efficiency, ensuring that all participant inquiries are addressed promptly.
- Provide Participant Support: Assist participants by answering questions, providing information, and resolving concerns related to clinical trials and other services offered by Care Access.
- Routing Calls: Efficiently route calls to the appropriate departments
- Documentation: Accurately document all call interactions in our CRM system and ticketing system to ensure seamless communication and follow-up.
- Collaboration: Work closely with other team members and departments to ensure a unified and efficient approach to participant experience.
The Expertise Required
- Communication Skills: Exceptional verbal and written communication skills, with a focus on clarity, empathy, and professionalism.
- Customer Service Orientation: Strong ability to manage participant relationships, with a focus on delivering a positive and supportive experience.
- Technical Proficiency: Experience using call center software, CRM systems, and ticketing tools. Familiarity with communication tools like Slack/TEAMS is preferred.
- Organizational Skills: Strong ability to manage multiple tasks, prioritize effectively, and maintain accurate documentation.
- Problem-Solving: Ability to think quickly and effectively manage challenging situations while maintaining composure.
Certifications/Licenses, Education, and Experience
- Education: Minimum of a high school diploma or GED required.
- Experience: 2-5 years of call center experience preferred, especially in a healthcare or clinical research setting.
- Technical Skills: Proficiency in using call center software, CRM systems, and ticketing tools is required.
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.
The expected salary range for this role is $19.00 - $22.00 USD per hour for full time team members.
Benefits & Perks (US Full Time Employees)
- 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
Mandatory Employer Disclosures:
Notice to Illinois applicants: Applicants are not obligated to disclose expunged juvenile records or adjudication, arrest, or conviction.
Notice to Connecticut applicants: Care Access may require applicants to submit to a urinalysis drug test in connection with an application for employment.
Notice to Arizona, Georgia, Indiana, and North Dakota applicants: Care Access complies with applicable laws prohibiting smoking in and around places of employment.
Notice to Massachusetts applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Notice to Rhode Island applicants: Care Access complies with Rhode Island law prohibiting smoking in enclosed areas within places of employment. Care Access is also subject to is subject to Chapters 29–38 of Title 28 of the Rhode Island General Laws.
Notice to Maryland applicants: UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT, OR CONTINUED EMPLOYMENT, THAT AN INDIVIDUAL SUBMIT TO OR TAKE A LIE DETECTOR OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.
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