Alcanza Clinical Research

Inclusive clinical trials for diverse patients

Intake Specialist - Front Desk Coordinator

Clinical Support & Patient AdministrationPosted on Nov 11

Full-timePalmetto Bay, FL, USANo salary listedIn-person

About the Job

Requirements

An Associate’s degree and at least 3 years of experience in customer service, administration, or sales, or an equivalent combination of education and experience, are required.
Well-developed customer service skills are required.
Proficiency with internet, email, and Microsoft applications, and the ability to type at least 40 words per minute, are required.
Strong organizational skills, attention to detail, and basic math proficiency are required.
Well-developed written and verbal communication skills are required.
Well-developed interpersonal and listening skills, and the ability to work independently and with coworkers, subjects, managers, and external customers, are required.
The ability to handle multiple tasks effectively and adapt to changing workloads and priorities is required.
Professionalism, respect for others, self-motivation, a strong work ethic, integrity, and dependability are required.
The ability to work under minimal supervision is required.
The ability to handle highly sensitive information confidentially and professionally, in compliance with HIPAA guidelines, is required.
English and Spanish proficiency is required.

Responsibilities

Greet volunteers and visitors when they arrive.
Obtain and verify volunteer identification and upload it into the clinical trial management system (CTMS).
Prepare, provide, and explain required documents for volunteers to complete and read.
Answer volunteer questions, provide information and conversation, and help volunteers feel comfortable and confident about participating in a trial.
Answer inbound calls and emails with a high level of customer service.
Place reminder calls to confirm scheduled appointments according to guidelines.
Assist with appointment rescheduling as needed.
Call volunteers who are at least 15 minutes late for appointments.
Notify appropriate staff when a volunteer arrives and ensure staff promptly greet them.
Complete visits in the CTMS accurately to ensure revenue is captured for billing.
Update CTMS subject profiles with demographics and file or upload W-9 forms.
Assign payment cards and issue stipend payments after visits are completed.
Coordinate and schedule volunteer transportation.
Track no-show volunteers until they have rescheduled.
Track screening volunteers who do not have an upcoming scheduled appointment.
Send clinic staff weekly reports of appointment statuses to help avoid missed appointments.
Maintain a list of studies conducted at the site and a general understanding of each.
Submit medical-record requests and track their progress.
Sort and distribute incoming mail and coordinate postage details and pickups for outbound mail as needed.
Place supply orders.
Compile office correspondence and perform filing, copying, collating, and scanning as needed.
Assist with preparing materials for study startup and site initiation visits (SIVs).
Assist with special projects as needed and perform other duties as requested or assigned.

Desired Qualifications

Experience with calendar management and scheduling is preferred.

Alcanza is a growing multi-site, multi-phase clinical research company with a network of locations in AL, AZ, FL, GA, IL, MA, MI, MO, NV, VA, SC, TN, TX and Puerto Rico. We have established a strong presence across Phase I-IV studies and several therapeutic areas including vaccine, neurology, dermatology, psychiatry, and general medicine. Join us as we continue to grow.

The Intake Specialist is the first point of contact at the site making this a crucial role. Excellence in customer service is a must as this role is responsible for providing a pleasant experience for the volunteers by providing a warm friendly greeting, answering any questions, addressing their concerns and providing assistance. It is important that this role be the relationship bridge between recruitment and the clinic staff to ensure their experience is enjoyable from the first phone call to the last visit of the trial.

Essential Job Duties:

This position is the front line of support for the site and may perform a variety of tasks, including but not limited to:
- Greeting volunteers and other visitors as soon as they arrive;
- Obtain/verify proper identification of each volunteer and upload into CTMS;
- Prepare, provide and explain the necessary documents for them to complete and read.
- Provide answers, information, and conversation to the volunteers making them feel comfortable and confident in their decision to participate in a trial;
- Answer inbound calls and emails with a high level of customer service;
- Place reminder calls to confirm scheduled appointment (according to guidelines);
- Assist with appointment rescheduling as needed;
- Call volunteers who are 15 minutes or more late to arrive for their appointment;
- Notify appropriate staff of volunteer’s arrival and ensure they promptly come to greet them;
- Complete visits in the CTMS with strong attention to detail to ensure the maximum revenue is captured for billing.
- Updates CTMS with subject profile(demographics) and file/upload W9 form;
- Assign payment cards and issue stipend payments following visit completion;
- Coordinates / schedules transportation for volunteers;
- Maintain tracker of no-show volunteers until reschedule has been completed;
- Maintain tracker of screening volunteers without an upcoming scheduled appointment;
- Send weekly reports of appointment statuses to clinic staff to avoid missed appointments;
- Maintain a list of studies conducted at site and have general understanding of each;
- Submit medical records requests and track their progress;
- Sorting and distributing incoming mail; coordinating postage details & pick ups as needed for all outbound mail;
- Placing supply orders;
- Compiling office correspondence, filing, copying, collating, scanning as needed;
- Assist with preparing materials for study startup / SIVs;
- May assist with special projects as needed;
- Performs all other duties that may be requested or assigned.

Minimum Qualifications: An Associate’s degree and a minimum of 3 years’ experience in customer service, administration or sales, or an equivalent combination of education and experience, is required. Must have well-developed customer service skills. Experience with calendar management & scheduling is preferred. Bi-lingual (English / Spanish) proficiency is required.

Required Skills:

Must have excellent customer service skills.
Proficiency with computer applications such as internet, email and Microsoft applications, and the ability to type proficiently (40+ wpm).
Must possess strong organizational skills, attention to detail, and have basic math proficiency.
Well-developed written and verbal communication skills.
Well-developed interpersonal and listening skills and the ability to work well independently as well as with co-workers, subjects, managers and external customers.
Ability to effectively handle multiple tasks, and adapt to changes in workloads and priorities.
Ability to be professional, respectful of others, self-motivated, and exemplify a strong work ethic.
Must possess a high degree of integrity and dependability.
Ability to work under minimal supervision.
Ability to handle highly sensitive information in a confidential and professional manner, and in compliance with HIPAA guidelines.

About the Company

Alcanza Clinical Research

Inclusive clinical trials for diverse patients

Alcanza Clinical Research conducts inclusive clinical trials by partnering with pharmaceutical companies, medical providers, and community organizations to enroll diverse patient populations across major therapeutic areas. Its studies follow established protocols with certified research professionals to ensure patient safety and data integrity, while participants may receive health tests and access to emerging treatments at no cost. The company differentiates itself through active community collaboration, broad patient diversity, and education alongside trial execution, expanding trial reach. Its goal is to speed the development of new therapies by removing participation barriers and delivering high-quality, diverse clinical research.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Lake Mary, FL
Founded: 2021

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