Customer Experience Representative
Care Access
- New York, New York, United States
- New York, New York, United States
About
As a Customer Experience Representative, you will enhance patient experience and ensure smooth communication across Care Access. Your mission is to manage incoming calls efficiently, provide essential support to participants, and route calls appropriately, all while maintaining a high level of professionalism and empathy. By handling a wide range of inquiries and administrative tasks, you will play a critical role in enabling our recruitment team to focus on their core responsibilities.
How You'll Make An Impact
Manage inbound calls – handle a high volume of incoming and outgoing calls with professionalism and efficiency, ensuring that all participant inquiries are addressed promptly.
Provide participant support: answer questions, provide information, and resolve concerns related to clinical trials and other services offered by Care Access.
Routing calls: efficiently route calls to the appropriate departments.
Documentation: accurately document all call interactions in our CRM system and ticketing system to ensure seamless communication and follow‑up.
Collaboration: work closely with other team members and departments to ensure a unified and efficient approach to participant experience.
The Expertise Required
Communication skills: exceptional verbal and written communication skills, with a focus on clarity, empathy, and professionalism.
Customer‑service orientation: strong ability to manage participant relationships, focusing on delivering a positive and supportive experience.
Technical proficiency: experience using call‑center software, CRM systems, and ticketing tools. Familiarity with communication tools like Slack and Teams is preferred.
Organizational skills: strong ability to manage multiple tasks, prioritize effectively, and maintain accurate documentation.
Problem‑solving: ability to think quickly and manage challenging situations while maintaining composure.
Certifications/Licenses, Education, and Experience
Education: minimum high‑school diploma or GED.
Experience: 2–5 years of call‑center experience preferred, especially in a healthcare or clinical research setting.
Technical skills: proficiency in using call‑center software, CRM systems, and ticketing tools is required.
How We Work Together
Location:
Remote within the United States. This role requires 100% of work to be performed in a remote office environment.
Travel:
Remote position with less than 10% travel. Occasional planned travel may be required as part of the role.
Physical demands:
Ability to use keyboards and other computer equipment.
The expected salary range for this role is $19.00 – $22.00 USD per hour for full‑time team members.
Benefits & Perks (US Full‑Time Employees)
Paid Time Off (PTO) and company‑paid holidays.
100% employer‑paid medical, dental, and vision insurance plan options.
Health Savings Account and Flexible Spending Accounts.
Bi‑weekly HSA employer contribution.
Company‑paid Short‑Term Disability and Long‑Term Disability.
401(k) retirement plan with company match.
Diversity & Inclusion
We work with and serve people from diverse cultures and communities around the world. We are stronger and better when we build a team representing the communities we support. We maintain an inclusive culture where people from a broad range of backgrounds feel valued and respected as they contribute to our mission.
We are an equal‑opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Care Access is unable to sponsor work visas at this time.
Mandatory Employer Disclosures:
Notice to Illinois applicants:
Applicants are not obligated to disclose expunged juvenile records or adjudication, arrest, or conviction.
Notice to Connecticut applicants:
Care Access may require applicants to submit to a urinalysis drug test in connection with an application for employment.
Notice to Arizona, Georgia, Indiana, and North Dakota applicants:
Care Access complies with applicable laws prohibiting smoking in and around places of employment.
Notice to Massachusetts applicants:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Notice to Rhode Island applicants:
Care Access complies with Rhode Island law prohibiting smoking in enclosed areas within places of employment. Care Access is also subject to Chapters 29–38 of Title 28 of the Rhode Island General Laws.
Notice to Maryland applicants:
Under Maryland law, an employer may not require or demand, as a condition of employment, prospective employment, or continued employment, that an individual submit to or take a lie detector or similar test. An employer who violates this law is guilty of a misdemeanor and subject to a fine not exceeding $100.
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Languages
- English
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