Location: Cary, NC, Remote
Organization: WCG IRB
Job Type: Full Time - Regular
Description and Requirements
ABOUT WCG: WCG’s clinical solutions are built on a foundation of best-in-class clinical services companies. We deliver transformational solutions that stimulate growth, foster compliance, and maximize efficiency for those performing clinical trials. WCG is proud to serve individuals on the frontlines of science and medicine, and the organizations striving to develop new products and therapies to improve the quality of human health. It is our role to empower them to accelerate advancement, while ensuring the risks of progress never outweigh the value of human life.
WHY WE LOVE WCG: At WCG, our employees are our most valuable asset and as with all our assets, we invest in them with an eye toward future success. We provide each eligible employee with a comprehensive set of benefits designed to protect their personal and financial health and to help them make the most of their future.
- Comprehensive Benefits package - Health, Dental, Vision, Life Disability, 401k with match, and flexible spending accounts
- Employee Assistance Programs and additional work/life resources
- Referral Bonuses and Tuition Reimbursement
- Paid time off including holidays, vacation, and sick time
- Opportunities for career development with on-the-job training, certification assistance and continuing education reimbursement
The expected pay range for this position is $25.00 to $27.00. The pay range may vary based on the candidate's qualifications, experience, skills, education, and geographic location.
JOB SUMMARY:
The Client Care Specialist role is responsible for efficiently and effectively addressing the needs of clients and potential clients in a professional manner while projecting a positive image of the company both verbally and in written communication.
Please note that the shift available for this role is 8:30 am-5:00 pm PST. If you are not west coast based our team is happy to consider you, but you will be expected to accommodate these hours.
ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The accountabilities listed below are representative of the knowledge, skills, and/or ability required.
- Receive incoming calls for callers needing assistance. Maintain high level of professionalism in dealing with clients via email, chat, and telephone
- Obtain needed information from Managers and other Operations staff to relay back to client
- Review incoming email and respond or forwards to appropriate department
- Treat each client to a delightful experience
- Educate clients and potential clients (sponsors, investigators, CROs, SMOs) regarding the Company’s operations while giving exceptional customer service
- Conduct research on the status of protocol/study when necessary, by working independently and with other departments to obtain needed information
- Proactive outreach to clients regarding submissions and relay any required missing documentation
- Provide telephone outreach, consultation, and assistance to designated clients as assigned by Supervisor or Manager
- Research billing inquires as requested by clients
- Assist in registering users for Company services and helps to troubleshoot browser connectivity and other web user issues
- Assist Manager in developing new staff by providing one on one coaching, observation and training in all aspects of the role
- Triage submissions in the online submission
- Research potential corrections
- Process any stuck Esubmissions from the client portal, including creation of submission packets, providing excellent customer service during outreach to process Esubmissions and keep management aware of any delays
- Provide input for modifying, updating, or developing procedures
- Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here
- Attendance and punctuality are essential functions of the position
EDUCATION REQUIREMENTS:
- Associate degree or higher is preferred
CERTIFICATIONS/LICENSE/REGISTRATION REQUIREMENTS: N/A
QUALIFICATIONS/EXPERIENCE:
- Minimum 2 years of experience providing similar service to clients, or 1 year of WCG experience
- Advanced knowledge of IRIS and operational workflow and submission process
- Demonstrated proficiency as a Connexus super user
- Must have strong analytical skills with a high degree of accuracy in a highly regulated industry
- Advanced knowledge of Microsoft Office and Adobe
- Knowledge of FDA regulations as they relate to research, preferred
- Experience working with medical terminology, preferred
- Must be able to maintain confidentiality
- Ability to set priorities, manage time effectively, work independently, and utilize good judgment
- Teamwork – Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team
- Communication – Demonstrate professionalism in oral and written communication. Approachable and open to questions. Willingness to share and receive information and ideas from all levels of the organization to achieve the desired results.
- Able to deal effectively with high volumes, rigid deadlines, and frequent changes
- Stellar customer service skills
SUPERVISORY RESPONSIBILITIES: N/A
TRAVEL REQUIREMENTS: 0% – 5%
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