Job Description

On-Call Clinical Call Center Representative

About the Opportunity

Fortrea is hiring On-Call Clinical Call Center Representatives to support the recruitment of volunteer participants for our Phase 1 healthy volunteer clinical research studies.

This is a great opportunity for someone with strong customer service and communication skills who is interested in healthcare, clinical research, or gaining experience within the pharmaceutical and clinical research industry.

You will be one of the first points of contact for potential study participants, helping them understand available research opportunities, completing initial phone screenings, and scheduling qualified individuals for screening appointments.

Work Arrangement

• First week: Full-time onsite training at our Dallas, TX or Daytona Beach, FL location.
• After training: The position becomes fully remote.
• This is an on-call position, with hours scheduled according to business and recruitment needs.
• Candidates should have flexibility to support varying hours, which may include evenings and weekends.
• Pay rate: $18.00/hour.

What You’ll Do

• Handle inbound and outbound calls with individuals interested in participating in clinical research studies.
• Explain study opportunities and provide participants with relevant study information.
• Conduct initial phone screenings using study-specific scripts and guidelines.
• Collect and accurately enter participant demographic and medical history information into computerized systems.
• Schedule qualified participants for screening appointments.
• Confirm upcoming screening appointments and communicate next steps.
• Respond professionally to participant questions and inquiries.
• Work closely with the screening team to coordinate participant recruitment activities and required information.
• Maintain a high degree of accuracy, professionalism, confidentiality, and customer service.
• Identify opportunities to improve recruitment and participant communication processes.
• Perform other recruitment-related responsibilities as needed.

What We’re Looking For

• High school diploma or equivalent required.
• 1-2 years of customer service, call center, or similar customer-facing experience preferred.
• Strong verbal and written communication skills.
• Comfortable speaking with people over the phone and following structured screening scripts.
• Strong computer skills and ability to learn new systems quickly.
• Excellent attention to detail and accuracy when entering information.
• Professional, customer-focused approach.
• Ability to work independently in a remote environment following completion of training.
• Flexibility to work varying hours based on business needs, including potential evenings and weekends.
• Healthcare or medical terminology knowledge is a plus, but not required.
• Bilingual English/Spanish skills are a plus, but not required.

Why This Opportunity?

This role is a great entry point for someone interested in clinical research, healthcare, or the life sciences industry. You’ll gain direct exposure to the clinical research participant recruitment process while developing experience within Fortrea and supporting studies that contribute to the development of new medicines.

Important: Candidates must be able to attend the full first week of onsite training in either Dallas or Daytona Beach (Preferred).

Following successful completion of training, the position will be fully remote.

Learn more about our EEO & Accommodations request here.