Central Study Coordinator - Retention
The Central Study Coordinator – Retention (CSC-R) position combines clinical research and patient education skills into a singular role that delivers a strong customer experience for participants of patient programs, primarily the Future of Medicine program. The CSC-R acts as a virtual partner to individuals participating in the program and who are interested in learning more about clinical research. The CSC-R is accountable for ensuring the participants of the Future of Medicine are properly educated, retained, and considered for study participation. CSC-Rs do this several ways including but not limited to sharing and explaining lab results, conducting virtual consenting appointments, and pre-screening participants for specific studies. This role is expected to coordinate daily work independently using patient centric practices and a quality-first approach. This is a mid-level individual contributor role with the expectation that the CSC-R has strong working knowledge of and experience in the clinical research industry and excellent interpersonal skills.
How You'll Make An Impact
Lab Result Return (Patient Education)
Educate participants on lab results received through a Future of Medicine screening event and ensure the results are understood
Educate and prepare participants on potential study opportunities using the provided educational materials and tools
Assess if a patient is understanding their results or if more support is needed, including a potential discussion with a licensed professional in the provider team
Use good judgment and time management in providing the time and care needed by each Future of Medicine member to understand their results, potential studies, and address any questions they have, while also working through daily quotas of member calls, all while maintaining a patient-first mindset
Study Matching
Build strong rapport with participants in a virtual environment to help ensure a positive experience for everyone in the Future of Medicine program
Manage patient-facing work for each assigned participant to deliver the highest quality customer experience within required program timelines
Understand and identify participants of the program who require more or less engagement, tailoring to their needs for a positive participant experience
Interpret patient lab results and medication use to determine pre-screening qualification for a study
Apply critical thinking to evaluate a participant's potential eligibility for a specific study
Communicate with participants of the program during routine check-ins after referring them to study sites
Analyze and understand study protocols to help match potential members with current and or upcoming study opportunities
Manage participant referral work across several clinical protocols simultaneously
Escalate potential issues that may arise and correctly follow program guides, SOPs, and other written instruction regarding escalations
Communicate via various mediums such as phone, email, and video conference
Document all patient interaction appropriately and in accordance with GCP and ALCOA-C
Adapt to study specific requirements and priorities, including alternative ways of handing off patient referrals to sites (direct schedule, warm transfer, etc.)
Follow-up and interact with study sites as needed to ensure referral pull-through
Consent
Perform the Informed Consent process with participants virtually by using e-consent technology
Review all elements of the consent form with the participant and assess their understanding to ensure the protection of human participants in clinical research. Complete signatures using the e-consent platform
General Patient Support
Manage participant communication via a call center software, texts, emails, and other platforms and systems
Assist participants who call into the central line and give them an optimal customer experience
Manage, update, and maintain participant activity in a dedicated tech management system in real time
Perform quality checks for self and others to ensure overall quality and integrity of data
Other Responsibilities
Work effectively and efficiently with other CSC-Rs, physicians, and sites
Collaborate, review, and provide feedback/input on the development of education materials for the program
Identify and implement new ways of retaining and engaging potential study participants
Complete ongoing trainings and adhere to system access guidelines.
Speak about studies with patients in a manner they can understand
The Expertise Required
Able to flex as needed in a fast moving, fast paced environment while maintaining the companies' values and mission
Technologically proficient
Demonstrate professionalism in all situations and work effectively with a diverse group of individuals
Understand when issues require escalation
Proficient in research terminology and basic medical terminology
Understand the overall clinical development paradigm and excellent working knowledge of government regulations, GCP, and ALCOA-C
Strong organization and time management skills
High attention to detail
Effective communication over phone (proper speaking volume, clarity, speech cadence)
Excellent customer service skills
Warm, personable approach in communicating with others both verbally and in writing
Ability to communicate the basics of clinical research related to patient education
Ability to work effectively in a remote environment within minimal supervision
Proper home office set-up including a private space for participant communication and high-speed internet (at minimum: 100MB up and 15 MB down, 5 GHz router)
Certifications/Licenses, Education, and Experience:
Minimum Experience:
At least 2 years of relevant clinical research experience
Experience working on high volume screening studies
Experience with patient education and retention
Fluency in Spanish is a bonus
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 pay range for this role is $65,000 - $75,000 USD per year 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
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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