Responsible for obtaining research data through structured telephone survey research interviews, distributing and collecting subject-completed surveys and ensuring accurate entry of responses into electronic data capture systems. Provides logistical support to assigned studies by sending and tracking subjects’ study materials. Maintains good guardianship of research subjects’ confidentiality and identity when speaking directly with a research subject, and utilizing applications and materials with Personally Identifiable Information (PII) and Personal Health Information (PHI). Provides high quality customer service and triages non-study-related communications from research subjects to the appropriate individuals or departments. This is a bilingual role, communicating in Spanish 10-15% of the time.
Collects and records confidential survey research data:
Conducts telephone survey research interviews with potential and accrued study subjects.
Ensures accurate entry of responses into electronic data capture system.
Maintains confidentiality of all data in accordance with NMDP policies, while having access to PII, PHI and study-data for each research subject.
Maintains complete and accurate records and files pertaining to assigned research studies. Coordinates ordering, shipping and tracking of study specific materials to research subjects
Provides logistical support to assigned studies.
Coordinates communications regarding subject negative events to all appropriate groups.
Provides project management support on one or more research studies:
Serves as the primary caller for the studies assigned as lead.
Maintains and responds to study voice mail.
Uses call tracking systems to ensure that all study contacts are completed (by phone, email or mail), assigning contact attempts as needed to other interviewers.
Tracks subjects’ status and participation in the study and ensures that each study time point for each subject advances to a final status.
Participates in planning, developing and testing study scripts, training materials, call tracking and data capture systems.
Participates in project team meetings.
Provides administrative support within the team:
Provides back up for other study leads as requested or needed.
Retrieves and responds to voicemail messages from study and personal extensions. Demonstration of excellent customer service skills and resolution.
Triages non-study-related questions or concerns from research subjects to the appropriate individual or department, while maintaining appropriate control over PII, PHI and subject study information.
Establishes and maintains good relationships with study partners and collaborating departments.
Performs all duties in compliance with standard operating procedures, study protocols, National marrow Donor Program standards and NMDP Human Research Subjects Protection Program standards and regulations.
Utilizes many different software and web-based applications, which vary by study or project.
Other duties as assigned.
MS Office, including basic word processing, spreadsheet, and database software application skills.
Proficiently applying computer skills and engaging with customers simultaneously.
Medical terminology helpful.
Demonstrate excellent professional telephone etiquette for heavy phone work (approximately 75% time) and very strong interpersonal and organizational skills.
Demonstrate proficient ability to communicate orally, and in writing.
Excellent listening and problem solving skills, critical thinking skills showing good judgment.
Be detail oriented and work well in a fast-paced environment that requires juggling multiple priorities simultaneously.
Contribute in a team environment and to take initiative and responsibility for independent work as needed.
Complete work with a high level of accuracy, attention to detail and follow-through.
Be customer service focused and be able to work with a variety of people.
Bilingual in Spanish required.
Be adaptable to flexible shifts, with some evening hours required.
Maintains confidentiality related to information contained in files, records retained within the department or data collected through survey research interviews.
Education and/or Experience:
Associate’s degree in Research, Science, Healthcare, Human Services or related field is required. Bachelor’s degree in related field preferred. However, upon evaluation, equivalent experience and/or education directly related to the degree may be substituted for the degree requirement.
Two years’ clinical/ research experience or customer service experience in a structured phone-based setting required. Experience in handling confidential medical or health information desired.
Internal Number: 2000000R
About Be The Match
Be The Match® is the trusted leader in the field of cellular therapy. We never lose sight of our purpose—delivering cures for blood cancers. From the moment a patient is diagnosed, we are there every step of the way; helping their doctor find a donor, delivering life-saving cells to the patient’s bedside, and supporting patients through recovery and survivorship.
With over 30 years of experience, we are the trusted leader in advancing the science of transplant, conducting ground-breaking research and providing vital services for patient families when they need them most.
As the world’s largest registry and hub of a global network, our partners count on us to develop innovative solutions to improve transplant and fuel collaborative relationships essential to saving lives.