Participant Advocate (Ombudsman)
July 2014 — Present
Managed participants' expectations through the coordination and planning of the clinics' schedules, protocols restrictions, client needs and clinic operational challenges.
Upgraded the participant and patient database with all relevant information involving participant feedback, medical restrictions and eligibility reviews of their files.
Increased compliance and participant satisfaction through year-long tracking of KPIs, implementation of loyalty programs, participant surveys and focus groups.
Standardized a complaint management system between recruitment, screening and clinical departments for a optimized tracking and resolution of complaints/comments from participants.
Promoted and increased recycling infrastructure within the company through an internal committee to increase environmental consciousness.