Job Summary
The Patient Recruitment Call Center Specialist is responsible for making and receiving calls, responding promptly to study inquiries, completing preliminary eligibility questionnaires, and scheduling potentially qualified individuals for screening appointments.
This position requires strong working knowledge of medical terminology, common medical conditions, medications, diagnostic procedures, and healthcare documentation. The specialist must be able to understand participant-reported medical histories, ask approved follow-up questions, and document medical information accurately. This role does not diagnose medical conditions, interpret clinical findings, or provide medical advice.
Add to Essential Duties and Responsibilities
- Review and discuss participant-reported medical histories, diagnoses, symptoms, medications, allergies, surgeries, and previous treatments using approved pre-screening questionnaires.
- Accurately recognize, spell, and document medical terminology, medication names, conditions, procedures, and relevant health information.
- Apply strong medical knowledge when reviewing preliminary study criteria while remaining within the approved recruitment and pre-screening process.
- Ask appropriate, approved follow-up questions when medical information is incomplete or unclear.
- Identify medical questions, safety concerns, adverse-event reports, or information requiring clinical judgment and promptly refer those matters to a clinical research coordinator, investigator, or other qualified medical professional.
- Maintain current knowledge of medical terminology and the therapeutic areas associated with actively recruiting clinical studies.
Revised Required Qualifications
- High school diploma or equivalent
- At least one year of experience in a medical office, clinical research site, healthcare call center, patient recruitment, patient scheduling, medical customer service, or a similar patient-facing position.
- Strong working knowledge of medical terminology, including common diagnoses, symptoms, medications, laboratory tests, diagnostic procedures, surgeries, and treatment histories.
- Ability to understand and accurately document detailed medical histories and medication information.
- Ability to pronounce and spell medical terms and medication names accurately.
- Ability to distinguish between administrative pre-screening responsibilities and questions requiring review by qualified clinical personnel.
- Excellent verbal communication and active-listening skills.
- Professional and courteous telephone manner.
- Ability to communicate complex medical and research information in clear, participant-friendly language using approved materials.
- Ability to communicate respectfully with individuals from diverse backgrounds.
- Comfortable making a high volume of outbound calls and handling inbound inquiries.
- Ability to discuss personal and sensitive health information professionally and discreetly.
- Strong computer skills, including email, data entry, electronic scheduling systems, databases, CRM platforms, or clinical trial management systems.
- Strong organizational skills and attention to detail.
- Ability to follow scripts, study-specific eligibility criteria, workflows, and written procedures.
- Ability to document information clearly, accurately, and promptly.
- Ability to protect confidential and sensitive information.
- Dependable attendance, punctuality, and ability to work the assigned schedule.
- Ability to work independently while collaborating with clinical research coordinators, investigators, and other members of the research team.
Revised Preferred Qualifications
- Certification, education, or professional experience as a medical assistant, certified nursing assistant, pharmacy technician, emergency medical technician, licensed practical nurse, registered nurse, clinical research professional, or similar healthcare role.
- Two or more years of experience using medical terminology in a healthcare or clinical research setting.
- Previous clinical research patient-recruitment or pre-screening experience.
- Experience reviewing medical histories, medication lists, diagnoses, and study eligibility criteria.
- Experience working for a clinical research site, physician practice, specialty clinic, hospital, medical office, healthcare call center, or patient-access department.
- Familiarity with clinical research terminology, study protocols, informed consent, Good Clinical Practice, HIPAA, and participant-confidentiality requirements.
- Experience using a clinical trial management system, electronic medical record, recruitment database, or customer relationship management system.
- Bilingual English/Spanish communication skills.
The successful candidate must demonstrate:
- Strong comprehension of medical terminology and healthcare concepts.
- Ability to recognize common medical conditions, medication categories, laboratory terminology, diagnostic tests, and medical procedures.
- Ability to accurately capture participant-reported health information without changing, interpreting, or making assumptions about the information provided.
- Ability to explain approved study information in clear, non-technical language.
- Sound judgment regarding when medical information or participant questions must be referred to licensed or qualified clinical staff.
Equal Employment Opportunity
Quality Clinical Research is an equal opportunity employer. Employment decisions are made based on legitimate business needs, job-related qualifications, experience, performance, and ability to perform the essential functions of the position.
Quality Clinical Research does not discriminate against an applicant or employee because of race, color, religion, creed, sex, pregnancy, childbirth or related medical conditions, sexual orientation, gender identity, national origin, ancestry, age, disability, genetic information, marital status, military status, veteran status, or any other characteristic protected by applicable federal, state, or local law.
Quality Clinical Research also prohibits unlawful harassment and retaliation against an individual for reporting discrimination or harassment, requesting an accommodation, participating in an investigation, or exercising another legally protected right.
Nebraska law prohibits discriminatory employment advertisements and employment decisions based on protected characteristics, and federal law requires qualifying employers to provide reasonable accommodations in appropriate circumstances.
Reasonable Accommodation
Qualified applicants and employees may request a reasonable accommodation to participate in the application or interview process or to perform the essential functions of the position.
Applicants needing an accommodation should contact:
Contact: [Insert HR representative or hiring manager]
Email: [Insert accommodation email]
Phone: [Insert accommodation telephone number]
Requests will be considered in accordance with applicable law. Applicants are not required to disclose a disability or medical condition unless they choose to request an accommodation or disclosure is otherwise permitted or required by law.
Preliminary Screening and Study Eligibility Disclaimer
Telephone pre-screening is preliminary and does not determine or guarantee eligibility for a clinical research study. Final eligibility decisions are made by appropriately qualified research personnel after completion of the applicable study-screening procedures.
Employees in this position may not independently diagnose a condition, provide medical advice, interpret clinical results, promise access to an investigational product, or guarantee study enrollment, compensation, medical benefit, or improvement in a participant’s condition.
Voluntary Participation and Approved-Materials Disclaimer
Participation in clinical research is voluntary. Patient Recruitment Call Center Specialists must use only authorized and appropriately approved recruitment materials, scripts, advertisements, questionnaires, and communication methods.
Employees may not pressure, mislead, coerce, or unduly influence an individual to participate in a clinical research study. Prospective participants may decline further contact or choose not to participate.
Confidentiality and Data-Privacy Notice
The individual selected for this position will have access to confidential, proprietary, personal, and potentially health-related information. Continued employment may require signing and complying with confidentiality, privacy, information-security, and acceptable-use agreements.
Applicant information submitted during the hiring process will be used for legitimate recruiting, hiring, verification, recordkeeping, and legal-compliance purposes and will be handled in accordance with applicable law and company policy.
Pre-Employment Screening
Any offer of employment may be contingent upon satisfactory completion of job-related pre-employment requirements permitted by law. Depending on Quality Clinical Research policy and the requirements of the position, these may include identity and employment-eligibility verification, employment or education verification, professional-reference checks, background screening, exclusion or sanction checks, and other lawful screening requirements.
Any required screening will be conducted only after applicable notices, disclosures, authorizations, and other legally required procedures have been completed. An applicant’s history will be considered in accordance with applicable law and will not automatically result in disqualification unless required by law or reasonably related to the position.
Employment-Eligibility Verification
The individual selected for the position must provide documentation establishing identity and authorization to work in the United States as required by federal law. This statement does not indicate whether employment sponsorship is or is not available. Add a sponsorship statement only after confirming Quality Clinical Research’s actual policy.
At-Will Employment and No-Contract Disclaimer
This posting is intended to describe the general nature and expected responsibilities of the position. It is not an employment agreement, offer, promise of employment for a specific duration, or guarantee of any particular compensation, schedule, benefit, duty, working condition, or continued employment.
Unless otherwise provided by a written agreement signed by an authorized company representative or restricted by applicable law, employment is at will. This means either the employee or the employer may end the employment relationship at any time, with or without advance notice or cause, subject to applicable law. Nebraska is recognized as an employment-at-will state, while statutory and other lawful exceptions continue to apply.
Job-Duties Disclaimer
The duties, responsibilities, qualifications, schedules, performance expectations, reporting relationships, and work location described in this posting may be modified, supplemented, reassigned, or discontinued based on business needs and applicable law.
The listing of a responsibility does not necessarily mean that it is an exclusive or permanent function of the position. Employees may be asked to perform other lawful and reasonably related duties.
Accuracy and No-Guarantee Disclaimer
Quality Clinical Research makes reasonable efforts to provide accurate information in its employment postings. However, clerical errors, changes in staffing needs, changes in study enrollment, or changes in business operations may occur. Quality Clinical Research reserves the right to correct errors, revise the position, pause recruitment, close the posting, or select no candidate.
Submission of an application does not guarantee an interview, offer, or employment.
Pay: $20.00 - $22.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Vision insurance
Work Location: In person
