Central Study Coordinator - Retention (CSC-R)

How This Role Makes a Difference

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