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 event educating participants and helping to ensure 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 the study doctor
  • Balance a high volume of calls in allotted time 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, ensuring to tailor 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
• 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
  • 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 environmentwithin 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