CMAX Clinical Research – Kensington and Norwood SAOperating for over three decades, CMAX Clinical Research is one of Australia's largest and most experienced Phase I-II clinical trial units conducting successful world-leading research for local and international clients, specialising in a range of early-phase trials and first-time-in-human studies.Our subsidiary, Fusion Clinical Research (Fusion), is a dynamic phase II-IV clinical research organisation using a Hub and Spoke operational model. Fusion utilises multiple GP clinic networks and associated specialist clinics to undertake clinical trials.Fusion's mission is to provide participants with convenient access to a wide range of trials and medications within their trusted GP or Specialist practice, while also enabling pharmaceutical and device companies to cover a range of studies from vaccinations to complex medical conditions.At Fusion, we are committed to advancing medical research, enhancing patient care, and driving innovation in the healthcare landscape.About the role:Fusion is seeking a Receptionist / Customer Support Officer for a permanent fulltime role - Monday to Friday during business hours. This role involves supporting our Participant Engagement Team as per the responsibilities below. This position is based at Fusion Clinical Research located at Norwood.Situated at the reception area, this role will be the welcoming face of our Fusion business, with the main focus on greeting clinical trial participants upon arrival and providing them support in the completion of required documentation.Key responsibilities include:Ensure positive experience for all volunteers and visitors, including providing additional information on the clinical trial process as required and verifying participant identification;Responsible for arranging appointments for participants for a variety of clinical trial activities, such as screening activities, dosing and follow up appointments.Assist with the phone screening in and outbound calls for prospective volunteers, booking appointments and database updating.Other tasks will include:General reception duties – provide a high level of customer service, greet/announce any other visitors, answer incoming calls, mail distribution, stocking of stationary and basic office/kitchen supplies.Assist with the management of the Participant / Clinic appointment calendar in MS Outlook.Ensure participant documentation is printed and on hand prior to any incoming appointment, with a key focus on ensuring the correct study/trial documentation is provided.Follow up of any participants who do not attend their appointments and re-book a new appointment.Confirm appointments via the SMS system or via direct phone calls.Scanning, filing, database entries, as relevant to a variety of administrative tasks.Carry out other ad hoc administrative tasks as required in order to support the various other team members.About you:Well presented every day, neat business attire suitable to being the face of our business;Proven basic to intermediate knowledge of Microsoft Word, Excel, and Outlook;Experience in a busy reception role within a high traffic area;Customer Service training is desirable;Demonstrated customer service skills - Friendly, polite, and welcoming manner, with a highly professional demeanour;Skills in telephone etiquette and courteous communications with the public;Ability to determine the sensitive nature of material and maintain confidentiality;Feel comfortable in speaking to participants over the phone about sensitive medical conditions;Ability to continuously multi-task throughout the day;Knowledge of standard office practices and procedures;Excellent typing/word processing skills – speed, accuracy, and use of various software applications;Skill in the use of operating basic office equipment – telephones, computers and copiers;Ideal candidates must be able to work flexible hours between the spread of 8am - 5.30pm.This opportunity will suit those with experience in customer service, receptionist / admin type roles. Experience in the healthcare and/or nursing/medical admin background will be a great advantage.If you are looking for a challenging and exciting opportunity, then please apply by attaching your application letter and CV via the Apply Now function. Applications will close COB 09 Dec 2024.Only candidates with approved rights to work full time without restrictions in Australia will be shortlisted for this role.Please note that we may be conducting interviews during the advertisement period and retain the right to withdraw the advert should we select a successful applicant prior to the closing date.
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