Intake Specialist/Medical Receptionist

Intake Specialist/Medical Receptionist Department: Operations Employment Type: Full Time Location: Boston Clinical Trials | Roslindale, MA Reporting To: Rebecca Laguna Carrillo Description Alcanza is a growing multi‑site, multi‑phase clinical research company with a network of locations in AL, AZ, FL, GA, IL, MA, MI, MO, NV, SC, TX, VA, and Puerto Rico. We have established a strong presence across Phase I‑IV studies and several therapeutic areas including vaccine, neurology, dermatology, psychiatry, and general medicine. Join us as we continue to grow. The Intake Specialist is the first point of contact at the site, making this a crucial role. Excellence in customer service is a must, as this role is responsible for providing a pleasant experience for volunteers by greeting warmly, answering questions, addressing concerns, and providing assistance. It is important that this role serve as the bridge between recruitment and clinic staff to ensure a positive experience from the first phone call to the last visit of the trial. Key Responsibilities This position is the front line of support for the site and may perform a variety of tasks, including but not limited to: Greeting volunteers and other visitors as soon as they arrive; Obtain/verify proper identification of each volunteer and upload into CTMS; Prepare, provide and explain the necessary documents for them to complete and read. Provide answers, information, and conversation to the volunteers, making them feel comfortable and confident in their decision to participate in a trial; Answer inbound calls and emails with a high level of customer service; Place reminder calls to confirm scheduled appointments (according to guidelines); Assist with appointment rescheduling as needed; Call volunteers who are 15 minutes or more late to arrive for their appointment; Notify appropriate staff of volunteer’s arrival and ensure they promptly come to greet them; Complete visits in the CTMS with strong attention to detail to ensure the maximum revenue is captured for billing; Update CTMS with subject profile (demographics) and file/upload W9 form; Assign payment cards and issue stipend payments following visit completion; Coordinate/schedule transportation for volunteers; Maintain tracker of no‑show volunteers until reschedule has been completed; Maintain tracker of screening volunteers without an upcoming scheduled appointment; Send weekly reports of appointment statuses to clinic staff to avoid missed appointments; Maintain a list of studies conducted at site and have a general understanding of each; Submit medical records requests and track their progress; Sort and distribute incoming mail; coordinate postage details & pick‑ups as needed for all outbound mail; Place supply orders; Compile office correspondence, file, copy, collate, and scan as needed; Assist with preparing materials for study startup / SIVs; May assist with special projects as needed; Perform all other duties that may be requested or assigned. Skills, Knowledge and Expertise Minimum Qualifications : An Associate’s degree and a minimum of 3 years’ experience in customer service, administration or sales, or an equivalent combination of education and experience, is required. Must have well‑developed customer service skills. Experience with calendar management & scheduling is preferred. Bi‑lingual (English / Spanish) proficiency is a plus. Must have excellent customer service skills. Proficiency with computer applications such as internet, email and Microsoft applications, and the ability to type proficiently (40+ wpm). Must possess strong organizational skills, attention to detail, and basic math proficiency. Well‑developed written and verbal communication skills. Well‑developed interpersonal and listening skills, and the ability to work well independently as well as with co‑workers, subjects, managers and external customers. Ability to effectively handle multiple tasks and adapt to changes in workloads and priorities. Ability to be professional, respectful of others, self‑motivated, and exemplify a strong work ethic. Must possess a high degree of integrity and dependability. Ability to work under minimal supervision. Ability to handle highly sensitive information in a confidential and professional manner, and in compliance with HIPAA guidelines. Benefits Full‑time employees regularly scheduled to work at least 30 hours per week are benefits‑eligible, with coverage starting on the first day of the month following date of hire. Medical, dental, vision, life insurance, short and long‑term disability insurance, health savings accounts, supplemental insurances, and a 401(k) plan with a safe harbor match are offered. #J-18808-Ljbffr Accel Research Sites