Call Center Representative

Job Title: Call Center Representative – Clinical Research (Bilingual Preferred)
Location: Durham, NC (Must be located in Durham)
Job Type: Part-time (20 hours)

About Us:
Grace Federal Solutions, LLC is a trusted partner in healthcare staffing and clinical research support. We are committed to delivering excellence in service and making a difference in the communities we serve. We are currently seeking a motivated and detail-oriented Call Center Representative to join our clinical research support team in Durham, NC.

Position Summary:
The Call Center Representative will play a critical role in participant outreach, data collection, and communication in support of clinical research activities. The ideal candidate will have at least 2 years of experience in a call center or clinical research setting, be bilingual in English and Spanish, and demonstrate strong communication and data entry skills. Evenings and weekends only.

Key Skills & Responsibilities:

• Participant Outreach & Communication:
  • Make outbound calls to potential or enrolled clinical research participants to confirm appointments, gather information, or provide study updates.
  • Answer inbound inquiries from participants regarding research protocols or scheduling.
  • Communicate clearly and professionally with diverse populations, including those from underserved communities.
  • Use bilingual skills (Spanish/English) to ensure accessibility and comprehension for non-English speaking participants.
• Clinical Research Support:
  • Follow research protocols when interacting with participants and collecting data.
  • Assist with the screening of participants by asking pre-approved eligibility questions.
  • Document all participant interactions in compliance with study guidelines and confidentiality policies.
• Data Collection & Interpretation:
  • Accurately input participant data into research databases or electronic data capture (EDC) systems.
  • Review participant responses and escalate any data inconsistencies or protocol deviations to the research team.
  • Track follow-up requirements and ensure timely completion of participant touchpoints.
• Compliance & Quality Assurance:
  • Maintain compliance with HIPAA and institutional policies related to data handling and patient privacy.
  • Participate in call quality audits and training refreshers to ensure high standards of research communication.

Preferred Qualifications:

• Bilingual candidates (English/Spanish preferred) are strongly encouraged to apply

Why Join Us?

• Be a part of a mission-driven organization that supports public health and research

• Join a collaborative team that values diversity, inclusion, and professional growth

• Opportunity to make a meaningful impact in clinical research and community health

To Apply:
Submit your resume. Qualified applicants will be contacted to schedule an initial screening interview.

Grace Federal Solutions is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.