Bilingual-Participant Care Manager

Essential Functions

• Responsible for and manages the participant experience during all phases of a clinical study (screening, conduct, post study follow-up)
• Act as the point person in the clinic to handle participant questions, complaints and resolving participant-related issue escalations
• Monitor and respond to inquiries received through social media.
• Develop, track and respond to participant survey feedback and make recommendations for improvement
• Create, plan and oversee participant activities during conduct
• Participate in the Participant Care Committee to make decisions that enhance the participant experience within Celerion
• Proactively identifies new needs or capabilities to enhance participant satisfaction
• Keep participants informed of study information
• Recommend and facilitate staff training opportunities as appropriate
• Provide training (customer service training, professionalism, etc.) and motivate staff to ensure they provide a positive and welcoming environment for participants
• Direct staff based on participant care priorities.  Redirect and provide feedback for improved participant interactions as needed.(Using CARE and AIDET standards). 
• Collaborate with managers regarding participant orientation sessions, clinical tours, screening process flow, alternate releases, etc.
• Supports Celerion outreach activities as appropriate
• May be responsible for staff management in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; development and coaching of employees

Requirements

• Bachelor’s Degree
• Excellent customer service skills with 2 years customer service experience
• Excellent oral and written communication skills
• Bilingual in English and Spanish required 
• Excellent interpersonal skills
• Flexibility to work evening, weekend and flexible hours as needed.
• Ability to manage multiple priorities in a fast–paced environment.
• Excellent organizational and problem-solving skills.
• Valid driver’s license
• Equivalent education and experience will be considered.

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