Call Center Representative (Research).

Call Center Representative – Clinical Research (Bilingual Preferred)

Use Your Communication Skills to Support Public Health Research.

Grace Federal Solutions is seeking a detail-oriented Call Center Representative to support clinical research participant outreach and data collection efforts in Durham, NC.

This role is ideal for candidates with experience in call centers, healthcare, or clinical research who understand the importance of compliance, accuracy, and professional communication.

If you're comfortable speaking with diverse populations and working within structured research protocols, we want to meet you.

What You'll Do

Participant Outreach & Scheduling

• Conduct outbound calls to research participants for appointment confirmation, eligibility screening, and study updates
• Respond to inbound participant inquiries regarding study procedures
• Clearly explain study-related information in a professional and compassionate manner
• Use Spanish/English bilingual skills to improve participant accessibility (preferred)

Clinical Research Support

• Follow approved scripts and study protocols
• Ask pre-approved screening questions to determine participant eligibility
• Document interactions accurately in research systems
• Escalate protocol deviations or concerns to the research team

Data Entry & Documentation

• Enter participant data into EDC systems and research databases
• Track follow-ups and ensure completion of required participant touchpoints
• Maintain strict confidentiality standards

Compliance & Quality

• Adhere to HIPAA and institutional privacy guidelines
• Participate in call monitoring and quality assurance reviews
• Maintain professionalism in all participant communications

What We're Looking For

• Minimum 2 years of experience in:
• Call center operations OR Clinical research support
• Strong data entry accuracy and attention to detail
• Clear verbal communication skills
• Comfortable working with structured scripts and compliance requirements
• Basic proficiency in Microsoft Office tools
• Ability to manage call volume and meet productivity expectations

Bilingual (Spanish/English) strongly preferred. All candidates must pass background screening and meet confidentiality requirements.

Why Join Grace Federal Solutions?

• Support meaningful public health research
• Gain exposure to clinical research operations
• Work in a structured, compliance-driven environment
• Be part of a team that values professionalism and community impact

We are an Equal Opportunity Employer committed to an inclusive workplace.

Ready to Make an Impact?

Submit your resume today. Qualified candidates will be contacted for an initial screening interview.