Bilingual-Participant Care Manager

Job Purpose

The Participant Care Manager is responsible for assessing, planning, facilitating and advocating for options and services directed to enhance participants’ experiences from initial point of contact at screening through study completion. This role will focus on providing customer service and interacting with participants directly in order to obtain data related to the participants’ experience.

Essential Functions

• Responsible for and manages the participant experience during all phases of a clinical study (screening, conduct, post study follow-up)
• Act as the point person in the clinic to handle participant questions, complaints and resolving participant-related issue escalations
• Monitor and respond to inquiries received through social media.
• Develop, track and respond to participant survey feedback and make recommendations for improvement
• Create, plan and oversee participant activities during conduct
• Participate in the Participant Care Committee to make decisions that enhance the participant experience within Celerion
• Proactively identifies new needs or capabilities to enhance participant satisfaction
• Keep participants informed of study information
• Recommend and facilitate staff training opportunities as appropriate
• Provide training (customer service training, professionalism, etc.) and motivate staff to ensure they provide a positive and welcoming environment for participants
• Direct staff based on participant care priorities. Redirect and provide feedback for improved participant interactions as needed.(Using CARE and AIDET standards).
• Collaborate with managers regarding participant orientation sessions, clinical tours, screening process flow, alternate releases, etc.
• Supports Celerion outreach activities as appropriate
• May be responsible for staff management in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; development and coaching of employees

Requirements

• Bachelor’s Degree
• Excellent customer service skills with 2 years customer service experience
• Excellent oral and written communication skills
• Bilingual in English and Spanish required
• Excellent interpersonal skills
• Flexibility to work evening, weekend and flexible hours as needed.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent organizational and problem-solving skills.
• Valid driver’s license
• Equivalent education and experience will be considered.