Role Description The Level 1 Clinical Agent will be responsible for supporting Epic customers from our call center. This person must provide exceptional call center support. Customer Service and Communication skills are a must and critical to the success of this role. - Ticket/Issue Escalations for assigned call center - Accurately process and record call transactions using a computer and designated tracking software - Assist with last-minute coverage needs - Review customer’s information and determine the issue by evaluating and analyzing the symptoms - Deliver service and support to end-users, including via remote connection or over the Internet - Research required information using available resources - Follow standard processes and procedures - Follow up and make scheduled call backs to customers where necessary - Stay current with email, team chats, system information, changes, and updates - Follows proper escalation procedures as defined by management - Ensure customers receive prompt, accurate and courteous service Qualifications - 3+ Years of Epic Experience (Credentialed Trained or Certified in Epic is a plus) - 1-2 years of experience in the Information Technology and/or Call Center field preferred - 2-year Associates degree or equivalent experience is desired - Proper phone etiquette and effective listening skills - Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar - Knowledge of customer service principles and practices (ITIL training a plus) - Medical/clinical terminology is preferred, but not required - Must be able to sit for long periods of time - Experience supporting software computer applications and equipment from a remote helpdesk environment - Experience with mobile device support (iPhone and Android) - Must be a team player and build good working relationships across all functions of the company - Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus - Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system - Needs to be flexible, adaptable, and possess creative problem-solving skills Preferred Qualifications - Listening Skills: Attentively listens to understand and interpret what is being said. - Judgement: Forms reasonable interpretations about relationships and situations that affect actions. Develops objective opinions. - Marketing: Interprets, delivers, and communicates value to appropriate target audience. - Emotional Intelligence: Maintains a high level of self-awareness and the ability to appropriately identify, manage, and respond to the emotions of self and others. - Written Communication: Develops written communication that is clear, concise, grammatical, and influential. - Adaptability: Responds to changes, delays, or unexpected events in a positive manner; Adapts working style to best fit a given situation. - Leadership: Self-directed with an innate drive to succeed; Accepts feedback with a desire for continuous improvement. Ethical. - Relationship Building: Builds, develops, and maintains strong relationships with others while building trust and connection. - Social Confidence: Exhibits self-confidence in social settings and when dealing with others. Compensation Range $27 — $31 USD

• Support pre-award feasibility projects • Provide pre-award feasibility analysis and input for pre-award RFPs, including competitive analysis, historical recruitment analysis, standards of care, drug analysis, epidemiology analysis, site and country analysis. • Review clinical protocols, study assumptions, client information and study plans for US and global trials. • Present and explain feasibility analysis to BD/Clients, including the process, recommendations, and rationale. • Interface with colleagues, consultants and partners and collaborate with internal and external sources to gather and share feasibility information. • Undertake feasibility site outreach for pre award opportunities. • Undertake post-award, rescue, and standalone feasibility deliverables in alignment with study and client requirements. • Where appropriate, engage with patient advocacy groups and site networks to support study feasibility, recruitment, and successful delivery. • Support the analysis of the collected site data to provide accurate site identification, enrollment modeling and study strategy (ies)

• Support pre-award feasibility projects • Provide pre-award feasibility analysis and input for pre-award RFPs, including competitive analysis, historical recruitment analysis, standards of care, drug analysis, epidemiology analysis, site and country analysis. • Review clinical protocols, study assumptions, client information and study plans for US and global trials. • Present and explain feasibility analysis to BD/Clients, including the process, recommendations, and rationale. • Interface with colleagues, consultants and partners and collaborate with internal and external sources to gather and share feasibility information. • Undertake feasibility site outreach for pre award opportunities. • Undertake post-award, rescue, and standalone feasibility deliverables in alignment with study and client requirements. • Where appropriate, engage with patient advocacy groups and site networks to support study feasibility, recruitment, and successful delivery. • Support the analysis of the collected site data to provide accurate site identification, enrollment modeling and study strategy (ies)

• Support pre-award feasibility projects • Provide pre-award feasibility analysis and input for pre-award RFPs • Review clinical protocols, study assumptions, client information and study plans for US and global trials • Present and explain feasibility analysis to BD/Clients • Interface with colleagues, consultants and partners to gather and share feasibility information • Unde...