Clinical Trial Call Center Representative - Entry Level

Position Overview

Clinical Trial Call Center Representative - Entry Level - Onsite - Salt Lake City, UT. ICON plc is a world-leading healthcare intelligence and clinical research organization committed to innovation and excellence. We welcome you to join us on our mission to shape the future of clinical development. We are seeking an enthusiastic individual to join our diverse team at our Salt Lake City, UT site. Location: On-Site Salt Lake City, UT. Job Type: Full Time Permanent (Monday – Friday).

Key Responsibilities

• Answers and places phone calls with potential study subjects to determine initial study eligibility requirements; explains study protocols during phone screenings.
• Maintains accuracy of the recruiting database and performs database queries.
• Processes subject registration accurately in the volunteer database and collects all necessary documents prior to screening.
• Action voicemails from study volunteers promptly.
• Collaborates with the recruiting team to secure sufficient numbers of qualified volunteers for each study.
• Makes confirmation calls for screening appointments and volunteer check-ins.
• Communicates study participation status and addresses volunteer questions and concerns.
• Checks in study volunteers for screening appointments and may schedule follow-up visits.
• Assists with training and mentoring junior team members.
• Coordinates necessary payments to volunteers and may manage referral programs.

Required Qualifications

• High school diploma
• 2 years of relevant experience

Preferred Qualifications

• Past customer service experience preferred
• Working knowledge of the drug development process preferred
• Working knowledge of medical terminology preferred
• Good written and oral communication skills
• Basic ability to read and interpret study protocols

Benefits & Perks

In addition to your competitive salary, ICON offers a wide range of benefits focused on your well-being and work-life balance:

• Various annual leave entitlements
• A range of health insurance offerings to suit you and your family’s needs
• Competitive retirement planning options to maximize savings and plan confidently for the future
• Global Employee Assistance Programme (LifeWorks) with 24-hour access to specialized professionals
• Life assurance
• Flexible country-specific optional benefits including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidized travel passes, and health assessments