What We Do:
Care Access is a distinctive, multi-specialty network of research sites that functions as a unified team of physician investigators, nurse coordinators, and operations managers. Our mission is to involve all healthcare professionals in clinical research and make clinical trials a viable care option for every patient. By eliminating barriers, we help speed up the development and delivery of vital, life-saving treatments.

Who We Are:
We are driven by compassion. Our team powers our mission to transform access to clinical trials for patients everywhere. We support each other, innovate to advance medicine, and strive to make a lasting impact for future generations.

Position Overview:
As a Customer Experience Representative, you will play a key role in improving patient interactions and ensuring clear communication throughout Care Access. Your responsibilities will include efficiently managing incoming calls, supporting participants, and directing calls to the right departments—all while demonstrating professionalism and empathy. Your work will enable our recruitment team to focus on their primary tasks by handling a variety of inquiries and administrative duties.

Key Responsibilities:

– Handle a high volume of inbound and outbound calls with professionalism and efficiency, ensuring timely responses to participant inquiries.
– Support participants by answering questions, providing information, and resolving concerns related to clinical trials and Care Access services.
– Direct calls to the appropriate departments efficiently.
– Accurately log all interactions in our CRM and ticketing systems to ensure smooth communication and follow-up.
– Collaborate with team members and departments to deliver a seamless participant experience.

Physical & Travel Requirements:
This is a remote role with less than 10% travel expected. Occasional planned travel may be required.

What You Bring:

– Excellent verbal and written communication skills, with a focus on clarity, empathy, and professionalism.
– Strong customer service skills and a commitment to delivering a positive experience.
– Proficiency with call center software, CRM systems, and ticketing tools; familiarity with communication platforms like Slack or Microsoft Teams is a plus.
– Strong organizational skills, with the ability to multitask, prioritize, and maintain accurate records.
– Effective problem-solving skills and the ability to stay composed in challenging situations.

Qualifications:

– Education: High school diploma or GED required.
– Experience: 2–5 years of call center experience preferred, especially in healthcare or clinical research.
– Technical Skills: Must be proficient in using call center software, CRM systems, and ticketing tools.

Benefits (For U.S. Full-Time Employees):

– Paid time off, including vacation, sick days, and holidays.
– Full coverage for medical, dental, and vision insurance; 75% coverage for dependents.
– Health Savings Account (HSA) plan.
– Short-term and long-term disability insurance, plus life insurance.
– A culture that promotes growth and equality.
– 401(k) retirement plan.

Diversity & Inclusion:
We work with patients and researchers from a wide range of backgrounds and cultures. Our strength lies in building a diverse team that reflects the communities we serve. We foster an inclusive environment where everyone feels respected and valued. We believe that diverse perspectives are essential to our success.

At Care Access, we are advancing medical innovation every day. We connect standard patient care with groundbreaking research and treatments. Our efforts bring transformative therapies to those in need and help introduce future medical advancements to the world. We are proud to drive progress while partnering with leading organizations and supporting physicians and patients alike.

We are an equal opportunity employer and welcome applicants of all backgrounds, regardless of race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability, genetic information, veteran status, or any other legally protected status.

Please note: Care Access is currently unable to sponsor work visas.