Patient Recruitment Training and Quality Specialist I
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Job Description
Patient recruitment trainer and quality specialist for Flourish Research’s clinical trial organization. Training employees, monitoring calls, coaching teams, and improving service quality.
Responsibilities:
- Onboard and train new employees on Salesforce, RealTime systems, patient engagement, and company procedures
- Create and maintain training materials, guides, and documentation
- Assess trainee progress and adapt training methods to individual learning needs
- Plan and coordinate training schedules
- Stay current on system updates and incorporate new features into the training curriculum
- Monitor and grade customer service calls using established quality standards and rubrics
- Provide constructive feedback and one-on-one coaching
- Identify team performance trends and skill gaps
- Document quality assurance findings and track improvement metrics
- Collaborate with team leads to address performance concerns and celebrate successes
- Analyze training effectiveness and quality metrics
- Recommend and implement enhancements to training programs and quality standards
- Participate in calibration sessions
- Contribute to best practices and standard operating procedures
- Maintain accurate training records and quality assurance documentation
- Generate reports on training completion rates and quality scores
- Participate in team meetings and departmental initiatives
- Represent Flourish Research professionally when interacting with staff, clients, and vendors
- Perform additional duties as assigned by management
Requirements:
- High School Diploma
- Minimum of 1-3+ years’ experience within the field of clinical or biological research
- College degree preferred but not required
- Ability to sit for an extended amount of time
- Work is normally performed in a typical interior/office work environment
- Local travel required; ability to drive and daily availability of an automobile
- Subject/Patient customer service
- Early evening and Saturday work schedules
- Ability to properly lift up to thirty-five pounds and occasionally more than thirty-five pounds
- Ability to work in a call center environment with occasional distractions and noise
- Strong understanding of adult learning principles and training methodologies
- Experience with Microsoft Office applications (Outlook, Word, and Excel) and internet-based applications
- Detail-oriented, organized, self-motivated, able to work independently and on a team, and able to stay on task
- Good written and verbal skills
- Good critical thinking and problem-solving skills
- Professional with a strong work ethic
- Ability to adapt and take on additional tasks as requested
- Ability to assist with key initiatives/process improvements in the department
- Ability to assist with training new hires
- Completes at least 80% of goals annually
Benefits:
- Health, dental, and vision insurance plans
- 401(k) with a 100% employer match on the first 4% of employee contributions
- Tuition reimbursement
- Parental leave
- Employee referral program
- Employee assistance program
- Life insurance
- Disability insurance
- Generous PTO plan covering vacation, sick, personal days and 8 paid holidays
- Supportive and collaborative work environment
- Endless growth opportunities
- Early evening and Saturday work schedules
- Local travel required; daily availability of an automobile
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