Note: The job is a remote job and is open to candidates in USA. Care Access is working to improve health accessibility through innovative research and health services. The Process and Systems Specialist, Clinical Delivery supports operational processes and systems that enhance patient-centered programs, primarily contributing to the Future of Medicine Program.
Responsibilities
- Support the day-to-day operations of virtually based study coordinators and other clinical staff by identifying and escalating challenges and suggesting process solutions
- Assist in the documentation and maintenance of processes and workflows designed to simplify daily work and keep the focus on patients
- Provide system and process support to team members, including answering questions and assisting with training on key tools (e.g., call center software, CRM tools, calendaring systems, patient referral management systems, document repositories, etc.)
- Maintain and update process and workflow documentation, ensuring version control and centralized storage
- Assist with day-to-day operational tasks such as pre-screening calls, scheduling follow-ups, and clearing backlogs of patient-specific work
- Support the organization of team SharePoint folders and document systems
- Conduct routine quality checks on team files and records, including participant calls, call center metrics, training record completion, informed consent documentation, and call script versioning
- Monitor trends in customer feedback and share insights with leadership to inform improvements
- Help coordinate and schedule meetings with cross-functional partners to support process and system implementations
- Track and respond to customer service tickets for timely resolution and escalate complex issues as needed
- Perform additional duties as assigned to support Clinical Delivery operations
Skills
- Comfortable working with technology and ability to learn new systems quickly
- Strong attention to detail and organizational skills
- Ability to follow processes and recognize opportunities for improvement
- Professional communication skills and ability to work with diverse stakeholders
- Proficiency in Microsoft Office (Word, Outlook, Teams, Excel)
- Ability to work independently while also collaborating effectively with team members
- Strong problem-solving and critical thinking skills
- Familiarity with research terminology and basic medical terminology
- Ability to prioritize and execute a high volume of daily tasks
- Adaptability to working in a fast-paced, remote environment
- Bachelor's degree in a science related field or the equivalent experience
- At least one year of experience supporting the work of patient facing teams
- Experience developing processes and identifying systems for a department experiencing rapid growth
- Fluency in English; Spanish a plus
Benefits
- 401k
- Stock options
- Health and wellness benefits
- Paid time off
Company Overview
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