Patient Recruitment Training & Quality Specialist I

Flourish Research is where clinical trials thrive. Flourish Research is one of the industry’s most progressive and diversified clinical trial organizations, with strong capabilities across cardiology, metabolic disorders, renal, oncology, CNS, pulmonology, and vaccine research. At Flourish Research, we strive toward excellence. In clinical trials and healthcare, excellence means everyone deserves the best care, regardless of their race, color, gender identity, religion, ethnicity, physical abilities, age, sexual orientation, or veteran status. We embrace employees, customers, and patients from these underrepresented groups to help make this vision a reality. Flourish is committed to a safe work environment where all employees, customers, and patients are included, and treated with dignity and respect. The more diversity we have in our team, the more unique perspectives, and ideas we share, and the better prepared we are to serve our communities. WE SEE YOU. WE ARE YOU. WE EMBRACE YOU. WE CELEBRATE YOU! 

 Flourish Research is looking for motivated, talented, creative individuals who want to learn and grow in their careers while contributing to research that changes lives! We offer an excellent comprehensive benefits package, a supportive and collaborative work environment, and endless growth opportunities. 

About the Job:  

We are actively hiring a Patient Recruitment Training & Quality Specialist I.

Shift: Monday-Friday day shift (40 hours per week)
Location: Remote
FLSA Classification: Non-Exempt
Compensation: $24-$32 per hour (depending on experience)

PURPOSE: The Patient Recruitment Training & Quality Specialist I is responsible for onboarding and training new employees in critical systems including Salesforce, RealTime platforms, and patient engagement. This role combines instructional delivery with quality assurance, conducting call monitoring, providing coaching feedback, and developing continuous improvement strategies to enhance team performance and ensure consistent service excellence.

ESSENTIAL JOB FUNCTIONS:

A.    Design and deliver comprehensive training programs for new employees on Salesforce, RealTime systems, patient engagement and company procedures.

B.    Create and maintain training materials, guides, and documentation to support learning objectives.

C.    Assess trainee progress and adapt training methods to meet individual learning needs.

D.    Plan and coordinate training schedules to ensure adequate coverage and minimal disruption to operations.

E.     Stay current on system updates and new features to incorporate into training curriculum.

F.     Monitor and grade customer service calls using established quality standards and rubrics.

G.    Provide constructive feedback and one-on-one coaching sessions to improve employee performance.

H.    Identify performance trends and skill gaps across the team.

I.      Document quality assurance findings and track improvement metrics.

J.      Collaborate with team leads to address performance concerns and celebrate successes.

K.    Analyze training effectiveness and quality metrics to identify areas for improvement.

L.     Recommend and implement enhancements to training programs and quality standards.

M.   Participate in calibration sessions to ensure consistent evaluation criteria.

N.    Contribute to the development of best practices and standard operating procedures.

O.    Maintain accurate training records and quality assurance documentation.

P.     Generate reports on training completion rates and quality scores.

Q.    Participate in team meetings and contribute to departmental initiatives.

R.    Represent Flourish Research in a professional and courteous manner (verbal, written and in appearance) when interacting with all staff, clients, and vendors.

S.     Additional duties as assigned by management.

PHYSICIAL REQUIREMENTS AND ENVIRONMENTAL REQUIREMENTS:

A.    Ability to sit for an extended amount of time.

B.    Work is normally performed in a typical interior/office work environment.

C.    Local travel required; ability to drive and daily availability of an automobile.

D.    Subject/Patient customer service.

E.     Early evening and Saturday work schedules.

F.     Ability to properly lift up to thirty-five pounds and occasionally more than thirty-five pounds.

G.    Ability to work in a call center environment with occasional distractions and noise.

MINIMUM REQUIREMENTS:

Education: High School Diploma. College degree preferred but not required.

Experience: Minimum of 1-3+ years’ experience within the field of clinical or biological research.

KNOWLEDGE AND SKILLS:

A.    Demonstrates core values and all skill sets required.

B.    Strong understanding of adult learning principles and training methodologies.

C.    Must have experience with Microsoft Office applications (Outlook, Word, and Excel) as well as internet-based applications.

D.    Must be detail-oriented, organized, self-motivated, able to work independently and on a team, and able to stay on task.

E.     Must have good written and verbal skills.

F.     Must have good critical thinking and problem-solving skills.

G.    Must be professional and have a strong work ethic.

H.    Must have the ability to adapt and take on additional tasks as requested.

I.      Assists with key initiatives/process improvements in the department.

J.      Assists with training new hires.

K.    Completes at least 80% of goals annually.

Health, dental, and vision insurance plans, 401(k) with a 100% employer match on the first 4% of employee contributions, tuition reimbursement, parental leave, employee referral program, employee assistance program, life insurance, disability insurance, and a generous PTO plan covering vacation, sick, personal days and 8 paid holidays. 

Flourish Research is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, sex, (including pregnancy and gender identity), citizenship status, national origin, ancestry, gender, sexual orientation, age, religion, creed, physical or mental disability, genetic information, marital status, veteran status, political affiliation, or any other factor protected by law. Flourish Research complies with the law regarding reasonable accommodation for handicapped and disabled employees.