The Role
What We Do
Care Access is a unique, multi-specialty network of research sites which operates as one connected team of physician investigators, nurse coordinators, and operations managers. Our goal is to engage every healthcare professional in clinical research and to make clinical trials a care option for every patient. 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 participants of patient programs, primarily the Future of Medicine program. The CSC-R acts as a virtual partner to individuals participating in the program and who are interested in learning more about clinical research. The CSC-R is accountable for ensuring the participants of the Future of Medicine are properly educated, retained, and considered for study participation. CSC-Rs do this several ways including but not limited to sharing and explaining lab results, conducting virtual consenting appointments, and pre-screening participants for specific studies. 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):
- Lab Result Return (Patient Education)
- Educate participants on lab results received through a Future of Medicine event educating participants and helping to ensure results are understood
- Educate and prepare participants on potential study opportunities using the provided educational materials and tools.
- Assess if a patient is understanding their results or if more support is needed, including a potential discussion with the study doctor
- Balance a high volume of calls in allotted time while maintaining a patient-first mindset
- Study Matching
- Build strong rapport with participants in a virtual environment to help ensure a positive experience for everyone in the Future of Medicine program.
- Manage patient-facing work for each assigned participant to deliver the highest quality customer experience within required program timelines
- Understand and identify participants of the program who require more or less engagement, ensuring to tailor to their needs for a positive participant experience.
- Interpret patient lab results and medication use to determine pre-screening qualification for a study
- Apply critical thinking to evaluate a participant's potential eligibility for a specific study
- Communicate with participants of the program during routine check-ins after referring them to study sites.
- Analyze and understand study protocols to help match potential members with current and or upcoming study opportunities.
- Manage participant referral work across several clinical protocols simultaneously
- Escalate potential issues that may arise and correctly follow program guides, SOPs, and other written instruction regarding escalations
- Communicate via various mediums such as phone, email, and video conference
- Document all patient interaction appropriately and in accordance with GCP and ALCOA-C
- Consent
- Perform the Informed Consent process with participants virtually by using e-consent technology.
- Review all elements of the consent form with the participant and assess their understanding to ensure the protection of human participants in clinical research. Complete signatures using the e-consent platform
- General Patient Support
- Manage participant communication via a call center software, texts, emails, and other platforms and systems
- Assist participants who call into the central line and give them an optimal customer experience
- Manage, update, and maintain participant activity in a dedicated tech management system in real time
- Perform quality checks for self and others to ensure overall quality and integrity of data
- Other Responsibilities
- Work effectively and efficiently with other CSC-Rs, physicians, and sites
- Collaborate, review, and provide feedback/input on the development of education materials for the program
- Identify and implement new ways of retaining and engaging potential study participants
- Complete ongoing trainings and adhere to system access guidelines.
- Speak about studies with patients in a manner they can understand
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):
- Able to flex as needed in a fast moving, fast paced environment while maintaining the companies' values and mission
- Technologically proficient
- 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)
- Paid Time Off (PTO) and Company Paid Holidays
- 100% Employer paid medical, dental, and vision insurance plan options
- Health Savings Account and Flexible Spending Accounts
- Bi-weekly HSA employer contribution
- Company paid Short-Term Disability and Long-Term Disability
- 401(k) Retirement Plan, with Company Match
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
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.
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The Company
What We Do
Care Access is a leading decentralized research organization (DRO) that breaks down traditional barriers in clinical research for patients, sponsors, and physicians. Its innovative model brings decentralized trials, Sites On Demand™, Virtual PIs, and Mobile Sites to previously-unreachable patient populations to expand the impact of clinical research. Supported by top pharmaceutical and biotech partners across 20 different therapeutic areas, Care Access is scaling and globalizing its new model for clinical trial delivery, where more physicians and patients can engage in life-saving research to develop new therapies faster.
To find out how Care Access is transforming the future of clinical trials, visit www.careaccess.com or email [email protected].
