Call Center Agent, Leeds

As a leading global contract research organization (CRO) with a passion for scientific rigor and decades of clinical development experience, Fortrea provides pharmaceutical, biotechnology, and medical device customers a wide range of clinical development, patient access and technology solutions across more than 20 therapeutic areas. With over 19,000 staff conducting operations in more than 90 countries, Fortrea is transforming drug and device development for partners and patients across the globe.
What if your telephone skills are what we need to make new medicines safer for patients?
As one of the largest Clinical Research Organizations in the world, we have recently brought to life four ultramodern Clinical Research Units in the UK and US... and the jewel in the crown is our facility at Drapers Yard Leeds. A brand new, world class, state-of-the-art 65,000 ft² clinic with 100 beds (and growing), fully dedicated to Phase I Clinical research (and 7 minutes walking from the train station!)
And this is where you come in because we are expanding and now seeking our next Call Center Agent:

• This is a full-time, office based and permanent opportunity, working hours are 37 hours per week,
• Occasional overtime on weekend and evenings may be required (compensated with flexi time.)
• Compensation includes an uncapped monthly bonus based on your achievement of recruitment targets (daily calls made, screened completed, appointments scheduled, etc.)

WHO YOU ARE

• This job relies heavily on telephone skills and customer service, so Call Center experience is a must-have,

• Able to demonstrate working knowledge of Microsoft Office (Outlook, Word, Excel),

• GCSE Educated

Previous experience in clinical trials and knowledge of medical terminology ideal, but not a must (we´ve a robust training program with our doctors to teach all you need). The important thing for us is you have worked and thrive on a professional setting:

• Where success is built upon your telephone skills: your confidence responding to volunteer´s emotions effectively, and your active listening, empathy, professionalism and courtesy are essential to succeed

• That is fast-paced and changing priorities rapidly, where last minute deadlines are not uncommon, asking you to prioritize and adapt on the spot,

ON A NORMAL DAY, YOU WILL...
New medicines discovery is based on clinical trials. In our Leeds Clinical Research Unit we perform the first stage of testing in human subjects: phase 1 studies.
Clinical research needs participants. This is what you´ll do: building and maintaining Fortrea´s Participants database of healthy volunteers and patients for our clinical trials. You see how important this is for us: we need the right person assigned to the right study, no mistakes, and fast.
First, let us tell you what you will not do : Cold calling. You don't have to go out there to find participants:

• Fortrea has been conducting clinical research studies for more than 40 years at our clinics, so we have our own pool of interested volunteers, and each day we receive requests of potential new participants.

So your main responsibilities will be:

• Handling inquiries received from potential new study participants: this involves phone screens to collect subject´s demographic data, performing medical history questionnaires, create new profiles in the database, accurately entering individual´s information in the system.

• With existing and new volunteers, assessing the suitability and identify the right trial opportunity for each interested volunteer, based on therapeutic indication and medical history.

• Effectively explain relevance of the study to participants, as well as the essential clinical trial details they need to make the decision of participating in research.

• Scheduling appointments of the potentially qualified participants with the screening department and coordinating logistics.

In this job, you will witness firsthand safety research as it is being conducted in real time. When the drugs you worked with get approved, you know you´ll touch many patient´s lives around the world.
Embark on a fulfilling career as you support us on our mission “To help make life-changing healthcare solutions possible”. Apply now and be part of an extraordinary journey.
Fortrea is actively seeking motivated problem-solvers and creative thinkers who share our passion for overcoming barriers in clinical trials. Our unwavering commitment is to revolutionize the development process, ensuring the swift delivery of life-changing ideas and therapies to patients in need. Join our exceptional team and embrace a collaborative workspace where personal growth is nurtured, enabling you to make a meaningful global impact. For more information about Fortrea, visit www.fortrea.com.
Fortrea is proud to be an Equal Opportunity Employer:
As an EOE/AA employer, Fortrea strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. We encourage all to apply.
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