CALL CENTER SPECIALIST
Overview of Job Function:
Handles a high call volume of both incoming and outgoing telephone calls, records participant responses, and provides information based on pre-determined scripts. Prepares reports, manages decryption requests, and other referral management tasks.
Essential Functions:
- Respond to inquiries received via mail, fax, phone or e-mail
• Perform outbound telephone calls
• Return inquires retrieved from voice mail
• Perform processes as specified for each project, including but not limited to reports, faxing, dataentry, and research
• Identify problems and suggest solutions
Maintain electronic and paper files of inquiries and responses according to departmental storage and archival procedures
Education and Experience
- Bilingual in English and Spanish; fluent in reading, speaking, and understanding. ( A Must)
- High school graduate, some college is helpful but not required
- One year customer service experience
- Experience with Microsoft Office (Word, Excel and Outlook). Database entry experience a plus • Some experience in medical or health care is helpful
Critical Success Factors:
- Excellent verbal communication skills
• Good written communication skills in order to record results of activities as required
• Must be able to plan and organize day-to-day activities to meet responsibilities and goals in a very busy environment
• Ability to incorporate changes in processes quickly and to suggest changes towards improvements
• Follow all standards and procedures involving confidentiality
• Must be alert to possible problems and be able to bring these to the attention of the manger or project leader.
PROJECT COORDINATOR
Overview of MMG: MMG is a Omnicom Health Group (OHG) company, which is part of the larger Omnicom. MMG stands at the center of where patients and clinical research connect. We are a global patient engagement powerhouse using a range of methods from digital advertising to community outreach to find the right patients for clinical trials. OHG is the largest healthcare marketing and communications group in the world. OHG has the expertise, insight, creativity, and scale to engage customers across the entire healthcare ecosystem. As part of OHG, MMG has access to more than 3,200 talented specialists dedicated exclusively to health. With OHG’s expertise and MMG’s knowledge and success in patient recruitment, together we can make a difference in treating patients right.
The Project Coordinator's overriding and primary duty is to support project management and site support teams in providing quality service to the agency's clients.
Essential Functions:
- Handles a variety of clerical/administrative duties by
- taking meeting minutes
- collating and assembling meeting materials
- tracking project inventory and assisting with shipments
- updating department databases
- assisting with patient compensation
- assisting with patient travel requests
- Lends skills and expertise to other client projects as needed
- Education and Experience
- High school diploma, GED certificate, or 1 to 2 years’ administrative experience required
- 1 to 2 years’ previous administrative experience in an office environment.
- Thorough working knowledge of Microsoft Office Word, Excel, PowerPoint, Outlook
Critical Success Factors:
- Exceptional organization and time management skills
- Detail oriented
- Ability to work independently with minimal supervision
- Enthusiasm for work and energized by managing multiple priorities concurrently
- Excellent oral and written communication
- Strong team player with positive attitude
- Strong customer focus
- Demonstrated poise, tact, and diplomacy
- Desires involvement in initiatives to improve processes/efficiency
- Proactively recognizes needs and implements effective solutions
- Good problem solving and decision-making skills
- Comfortable completing tasks with minimal supervision
- Self-motivated to grow professionally by independent study and attending meetings and
workshops
