Call Center roles

Users with appropriate rights have access to the Call Center. Call Center managers see the Call Center List icon () on their homepage. The Call Center List page is the homepage for Call Center staff. Study administrators perform Call Center configuration functions, such as adding users to the Call Center, through the Administration page.

• Call Center staff members are responsible for interacting with patients enrolled in a study. They manage the call queue and help patients to complete surveys. They log patient calls, report Major Medical Events, fill in ePRO forms on behalf of patients, and manage patient contact information.

  The Call Center staff can include site and sponsor personnel, contract research organizations, and other third-party employees who have been assigned the required rights.

• Call Center managers perform administrative tasks, assign patients to Call Center staff, and have all of the rights of the Call Center staff.
• Study administrators configure Call Center settings and customize Call Center scripts.

The other participants in the Call Center are patients who complete ePRO forms or report major medical events with Call Center assistance.