Customer Service Specialist

Job Summary

• Responsible for managing the daily intake and coordination of study participants at the ACPRU.
• This role supports study teams by maintaining accurate clinic schedules, coordinating participant communications, preparing required documentation, and ensuring participant identification and visit-readiness procedures are completed accurately and efficiently.
• Responsible for the daily intake of study participants arriving at the ACPRU.
• Confirm participant identity and apply participant identifiers before participants enter the laboratory.
• Prints participant wristbands after identity confirmation.
• Notifies study teams of participant arrivals and visit type.
• Updates clinic schedules with accurate daily participant counts.
• Follows up with prospective participants to confirm their estimated time of arrival, when participants are running late to their appointment.
• Monitors daily telephone calls and messages related to outpatient visits.
• Collects, organizes, and uploads essential screening documents to esource.
• Prepares participant charts and supporting materials for upcoming visits.
• Sends appointment reminders to prospective participants.
• Maintains accurate and timely participant records in accordance with study procedures and applicable requirements.
• Communicate effectively with prospective participants, study teams, and clinic staff to support smooth daily operations.

• Customer service experience in Clinical setting
• Comfortable processing large volume of people at a time
• Ability to de-escalate situations
• Attention to detail
• Computer skills (Microsoft)
• Medical record data entry experience
• Able to start early in the AMs (ideally around 6:30 to prepare for daily activities)
• Able to work M-F (onsite work)
• Experience Level = 3-5 Years