Description
TransPerfect is seeking dedicated Global Emergency Call Center Agents to support its clinical trial operations across 60+ countries. The role involves handling inbound and outbound calls and emails, validating emergency medical contact information, and ensuring accurate documentation and escalation for clinical trial sites.
Key Responsibilities
- Handle inbound calls from investigational site staff seeking to connect with Emergency Medical Contact (EMC)
- Conduct outbound calls and email checks to validate and update EMC contact lists across global sites
- Accurately document call details, outcomes, and escalation actions in the system of record
- Escalate urgent or critical issues to the designated Emergency Medical Contact following standard protocols
- Provide clear, professional, and empathetic communication with clinical site staff
- Ensure compliance with processes, confidentiality standards, and data privacy regulations
- Support language requirements, with interpretation services as needed
- Collaborate with supervisors and global counterparts to ensure seamless coverage
Qualifications
- Education: At least high school graduate or equivalent work experience in customer service, healthcare support, or BPO environment
- Prior call center, healthcare support, or clinical trial experience preferred but not required
- Strong background in handling international clients and escalations an advantage
- Excellent English communication skills (verbal and written)
- Strong attention to detail and ability to follow structured protocols
- High level of professionalism, empathy, and ability to remain calm in emergency or urgent situations
- Good documentation and computer literacy skills (MS Office, CRM/Call logging tools)
- Willingness to work in rotating shifts to provide 24/7 coverage