- Support senior Clinical Success Specialists with scheduling and rescheduling visits within the visit window for complex or high-volume studies.
- Manage scheduling and rescheduling for low-volume or low-to-moderate-complexity clinical research studies.
- Monitor scheduled visits daily, checking equipment shipping, Hero visit confirmations, training, and license status.
- Track logistics, Hero training compliance, and license status for rescheduled visits to help prevent non-compliance.
- Review upcoming unscheduled visits for gaps in available Heroes and escalate identified gaps to the Stakeholder Engagement team.
- Follow established SOPs and Work Instructions for visit scheduling and participant outreach.
- Communicate with patients and Heroes throughout scheduling and visit completion.
- Coordinate logistics, supplies, and third-party vendors needed for visits.
- Collaborate with Project Managers, CLs, and logistics teams to support in-window visit completion.
- Identify and communicate roadblocks, including platform inefficiencies affecting the visit experience.
Problem SolvingCustomer serviceTime Management