Call Center Representative (Research

Call Center Representative – Clinical Research (Bilingual Preferred)
Location: Durham, NC
Employer: Grace Federal Solutions
Type: Part-Time

Grace Federal Solutions is seeking a detail-oriented Call Center Representative to support clinical research participant outreach and data collection efforts in Durham, NC.

This role is ideal for candidates with experience in call centers, healthcare, or clinical research who understand the importance of compliance, accuracy, and professional communication.

If you’re comfortable speaking with diverse populations and working within structured research protocols, we want to meet you.

Conduct outbound calls to research participants for appointment confirmation, eligibility screening, and study updates

Respond to inbound participant inquiries regarding study procedures

Clearly explain study-related information in a professional and compassionate manner

Use Spanish/English bilingual skills to improve participant accessibility (preferred)

Follow approved scripts and study protocols

Ask pre-approved screening questions to determine participant eligibility

Document interactions accurately in research systems

Escalate protocol deviations or concerns to the research team

Enter participant data into EDC systems and research databases

Track follow-ups and ensure completion of required participant touchpoints

Maintain strict confidentiality standards

Adhere to HIPAA and institutional privacy guidelines

Participate in call monitoring and quality assurance reviews

Maintain professionalism in all participant communications

Minimum 2 years of experience in:

Call center operations OR

Clinical research support

Strong data entry accuracy and attention to detail

Comfortable working with structured scripts and compliance requirements

Basic proficiency in Microsoft Office tools

Ability to manage call volume and meet productivity expectations

Bilingual (Spanish/English) strongly preferred.

All candidates must pass background screening and meet confidentiality requirements.

Support meaningful public health research

Gain exposure to clinical research operations

Work in a structured, compliance-driven environment

Be part of a team that values professionalism and community impact

We are an Equal Opportunity Employer committed to an inclusive workplace.

Submit your resume today. Qualified candidates will be contacted for an initial screening interview.