Clinical Customer Service Specialist - New Haven, United States - Pfizer

Description

**Clinical Customer Service Specialist (Contract)**

New Haven, CT, United States Contract (18 months) Published 5 months ago GCP ICH Patient Intake BLS Healthcare Spanish LPN clinical experience Nurse clinical trials **Clinical Customer Service Specialist**

Training will be onsite, then remote until COVID19 restrictions are lifted

**Summary:**

The Clinical Customer Service Specialist assists the colleagues working in the Business Operations department for all recruitment related activities of trial subjects:

Database development and maintenance, pre-selection of suitable study candidates, organize recruitment-related activities pre-, per-, and post-study. Supports clinical trials by drafting/using different recruitment related documents, performs administrative activities

Contributes to compliance with regulatory requirements related to the protection of volunteers confidential data

**Responsibilities:**

Subject / Patient Database Maintenance

SME in database query ensures all information is entered consistently and correctly so that database is searchable with reliable information

Assists in the development and maintenance of the PCRU subject recruitment capabilities to conduct a broad range of studies

Assists in the identification, exploration, and implementation of new methods for subject recruitment to extend the panel

May assist in the implementation of recruitment campaigns, including the design, drafting & publication of advertisements in various media.

Maintain accuracy, accessibility, and confidentiality of volunteer records and reports

May act as a primary contact person for new potential volunteers, responsibilities include:

Answering incoming calls from potential volunteers responding to any methods of recruitment,

Inform them about the unit activity, the overall recruitment process, and studies,

Enters gathered information accurately into the database;

Must be able to process new requests from different media (Internet platform and others).

Contact volunteers already listed in the database for proactive engagement, answers questions about the clinical trial process. Inform potential volunteers on the next steps and/or scheduled appointments and how to reach the clinical research unit.

Recruitment and Screening Activities (Overseen by Supervisor)

Provide support to internal clinical research staff in the pre-selection of subjects for eligibility using protocol inclusion/exclusion criteria;

Communicate protocol requirements to study subjects and patients calling to inquire about specific studies;

May create and manage various communication methods to subjects, including but not limited to letters, text messaging, and mailings;

Manage subject phone calls including scheduling/rescheduling of appointments;

Responsible for meeting timelines required for filling specific study screenings and for filling cohorts and groups for dosing.

Provides training to less experienced phone screen staff when needed and demonstrates the ability to problem-solve.

Maintains a positive and professional attitude to the subject population, understanding they are the first contact subjects have with the CRU;

Track phone call metrics from sources of advertising so that advertising strategies can be decided based on what is most effective;

May write and update recruitment related documents for subject use as appropriate

Communicate protocol requirements to study subjects and contribute to compliance

Demonstrate a positive attitude to the subject population to ensure subjects trust in clinical research

Support Clinical Trials (under the responsibility of the Principal Investigator)

Assist in the conduct of clinical trials in the PCRU

May obtain signed informed consent from candidate trial-subjects

May assist in staff scheduling as appropriate

May assist in the data management/cleaning activities for assigned protocols

Identify new options for problem solving and execution of the protocol

Document individual subjects participation while involved in study activities

Responsible for recording study data, maintaining source documentation, and updating the subject database, not only specific to study participation

Other

Participate in community outreach efforts

Assist in development and maintenance of social media presence including managing all website updates (managing ads, posting new content etc.)

Assist in the increase of the unit awareness

Participate in PCRU teams to accomplish business needs and resolve issues

Ensure data collection of high quality and transfer to relevant departments

Ability to take over and manage other specific projects

Participate in the communication and study-related meetings

Ensure clinical trials are conducted in accordance with scientific, medical, and ethical principles, within regulatory requirements/guidelines, and Pfizer SOPs

May participate in the different administrative parts related to the execution of Phase I clinical studies.

Support ongoing capture and analysis of metrics to demonstrate value and increase productivity

40-hour position; includes some weekend and evening hours;

Represents the PCRU on global initiatives as subject matter expert, as appropriate

May participate in the communication and study-related meetings

May participate in the different financial matters, including purchasing/orders management, contact with suppliers, budgets set up and management, monthly expenses justification, bank account management, payment of subjects

May act as a receptionist.

Supports ongoing capture and analysis of metrics to demonstrate value and increase productivity

Participates in the creation and implementation of global and local SOPs

**Qualifications:**

Registered Nurse, Licensed Practical Nurse, or related discipline, required

Bachelors degree strongly preferred

Healthcare practice experience/training with a valid license preferred

BLS certification

Minimum of 3+ years experience in a clinical setting required

Proficiency in using MS Office tools suite (Excel, Word, etc.)

Understanding of local regulatory requirements (e.g., ICH, GCP)

Understanding of the drug development process

Spanish language fluency strongly preferred

Excellent written and verbal communication skills

Excellent computer skills

Excellent customer service and professionalism

**Shift and Hours:**

Shifts will vary (candidate must be available for any shift):

Monday-Friday

7:30a-4:00p

8:30a-5:00p

10:00a-6:30p

Saturdays (once a month)

9:00a-2:00p

**Please note contractors are engaged to provide services to Pfizer on a temporary basis in connection with a specific assignment. Contractors are hired and employed through Atrium, our third-party payrolling partner.**