Call Center Representative - Clinical Research

Patient Recruitment Specialist

The Patient Recruitment Specialist recruits and pre-screens participants for clinical research studies through phone and digital outreach. This role manages the full recruitment lifecycle, from initial contact and eligibility screening to scheduling visits and maintaining accurate recruitment data. The specialist collaborates closely with clinical coordinators and the leadership team to meet recruitment goals and support the success of multiple clinical research protocols.

• Recruit patients for clinical research studies through incoming calls, outbound cold calls, and texting platforms.
• Conduct structured phone screening interviews with potential participants using protocol-specific inclusion and exclusion criteria.
• Document each potential participant's eligibility or exclusion clearly and accurately in the appropriate systems.
• Work closely with clinical coordinators to execute recruitment goals and confirm participant eligibility.
• Schedule screening visits for panelists and complete reminder calls to support attendance and retention.
• Maintain accurate and up-to-date recruitment data using databases and other tracking tools.
• Follow established recruitment policies and procedures for tracking participants throughout the recruitment process.
• Participate in recruitment activities such as implementing recruiting strategies and preparing action goals and schedules.
• Provide weekly status updates on recruitment activities to the appropriate stakeholders.
• Maintain an active pipeline of potential panelists even when recruitment for a specific study is not currently underway.
• Attend pre- and post-study meetings as required by the leadership team to stay informed about study requirements and outcomes.
• Read and understand each assigned study protocol to ensure accurate screening and recruitment practices.
• Escalate critical or significant findings, trends, or issues related to recruitment to the Recruitment Manager in a timely manner.
• Perform other duties and ad hoc projects as assigned to support the broader clinical research team.

Demonstrated customer service experience, preferably in a call center or customer care environment.

• Strong telephonic communication skills with the ability to engage, inform, and support potential study participants.
• Proficiency in data entry with high attention to detail and accuracy.
• Ability to follow protocol-specific inclusion and exclusion criteria during phone screenings.
• Capability to document participant eligibility or exclusion clearly and consistently.
• Computer skills sufficient to work with databases, tracking tools, and digital communication platforms.
• Ability to work collaboratively with coordinators and leadership to meet recruitment goals.
• Strong organizational skills to manage schedules, reminder calls, and an active panelist pipeline.
• Ability to read, understand, and apply information from clinical study protocols.

• Experience in a call center, customer care, or high-volume phone-based environment.
• Prior exposure to clinical research, healthcare, or a scientific setting.
• Comfort using texting platforms and other digital tools for participant outreach.
• Experience preparing action plans, goals, and schedules related to recruitment or outreach activities.
• Ability to identify and escalate trends or issues in recruitment data or participant responses.
• Flexibility to support ad hoc projects and changing recruitment needs across multiple studies.

This role is based in a clinical research clinic environment. The specialist works closely with clinical coordinators and other research staff in a professional healthcare setting. Daily work involves extensive use of phones, computers, databases, and texting platforms to contact and manage potential participants. The position requires attendance at pre- and post-study meetings and collaboration with the leadership team to support ongoing and upcoming studies.

The environment emphasizes accuracy, confidentiality, and adherence to clinical research protocols while maintaining a service-oriented approach to participant interactions.