Central Study Coordinator - Retention

What We Do 

Care Access is delivering the future of medicine today! Care Access has a revolutionary model that breaks down traditional barriers to clinical trials that limit participation among physicians and patients to 3%. By removing this bottleneck, Care Access is helping accelerate the approval and delivery of critical and life-saving therapies. 

Who We Are 

We care. Our people are the engines behind our mission: to revolutionize access to clinical trials for the benefit of patients everywhere. We care for one another, find new ideas to accelerate medicine, and seed a long-term impact for generations.

Position Overview 

The Central Study Coordinator – Retention (CSC-R) position combines clinical research and patient education skills into a singular role that delivers a strong customer experience for potential study participants. The CSC-R acts as a virtual partner to individuals interested in learning more about clinical research generally, as well as about specific study opportunities. The CSC-R is accountable for retaining potential study participants identified through various marketing campaigns and pre-screening events facilitated by Care Access. The CSC-R will follow established retention protocols and ensure potential participants receive the required retention touchpoints in a manner that keeps them informed and engaged. This role is expected to coordinate daily work independently using patient centric practices and a quality-first approach. This is a mid-level individual contributor role with the expectation that the CSC-R has strong working knowledge of and experience in the clinical research industry and excellent interpersonal skills.

What You'll Be Working On 

Duties include but are not limited to: 

Manage retention work for each assigned participant to deliver the highest quality customer experience within required program timelines

Build strong rapport with participants within a virtual environment to help retain and engage them for future clinical studies

Prepare participants to participate in clinical studies through education using provided educational materials

Understand when a participant requires more or less engagement and tailor their retention experience accordingly

Connect participants with study sites when sites have a study for which the participant may qualify

Communicate lab and other test results to participants via a call center system and/or secure email

Understand when to escalate lab and other test results to physicians for review and correctly follow program guides, SOPs, and other written instruction regarding health related escalations

Manage and update participant retention activity in a dedicated tech management system in real time

Work effectively with other CSC-Rs, physicians, and sites

Review and give input in the development of education materials for the retention program

Identify and implement new ways of retaining and engaging potential study participants

Schedule, prepare for, and facilitate participant calls in accordance with the program guidelines

Analyze and understand study protocols in order to help match potential participants to them

Additional duties and responsibilities may be assigned as needed 

Physical and Travel Requirements 

This is a remote position with less than 10% travel requirements. Occasional planned travel may be required as part of the role. 

What You Bring 

Knowledge, Skills, and Abilities: 

Demonstrate professionalism in all situations and work effectively with a diverse group of individuals

Understand when issues require escalation 

Proficient in research terminology and basic medical terminology 

Understand the overall clinical development paradigm and excellent working knowledge of government regulations, GCP, and ALCOA-C 

Strong organization and time management skills 

High attention to detail 

Effective communication over phone (proper speaking volume, clarity, speech cadence)

Excellent customer service skills

Warm, personable approach in communicating with others both verbally and in writing

Ability to communicate the basics of clinical research related to patient education

Ability to work effectively in a remote environment within minimal supervision

Proper home office set-up including a private space for participant communication and high-speed internet (at minimum: 100MB up and 15 MB down, 5 GHz router) 

 Certifications/Licenses, Education, and Experience: 

At least 2 years of relevant clinical research experience 

Experience working on high volume screening studies

Experience with patient education and retention

Fluency in Spanish is a bonus 

Benefits (US Full-Time Employees Only) 

PTO/vacation days, sick days, holidays.

100% paid medical, dental, and vision Insurance. 75% for dependents 

HSA plan 

Short-term disability, long-term disability, and life Insurance

Culture of growth and equality 

401k retirement plan 

Diversity & Inclusion 

We serve patients and researchers from diverse cultures and communities around the world. We are stronger and better when we build a team representing the people we aim to support. We maintain an inclusive culture where people from a broad range of backgrounds feel valued and respected as they contribute to our mission. We value diversity and believe that unique contributions drive our success.

At Care Access, every day, we are advancing medical breakthroughs. We’re uniting standard patient care with cutting-edge treatments and research. Our work brings life-changing therapies to those in need and paves the way for newer and greater treatments to reach the world. We’re proud to advance these breakthroughs and work with the big players while engaging with the best physicians and caring for patients. 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Care Access is unable to sponsor work visas at this time. 

Employment Statement

Care Access complies with all employment laws and regulations with respect to its employment practices, terms and conditions of employment, and pay equity and wages. Care Access does not engage in any unfair or forced labor practice and does not tolerate, under any circumstances, the use of any form of forced or involuntary labor, child labor, or human trafficking. This extends to suppliers, partners, or other third parties with whom Care Access does business. Care Access values and promotes the protection of human rights everywhere.