Director of Patient Recruitment Operations - Clinical Research

Department: Confidential

Location: Alcanza Corporate

Description

Alcanza is a growing multi-site, multi-phase clinical research company with a network of locations in MA, NH, MI, VA, SC, FL, GA, AL, MO, TX and Puerto Rico. We have established a strong presence across Phase I-IV studies and several therapeutic areas including vaccine, neurology, dermatology, psychiatry, and general medicine. Join us as we continue to grow.

The Director, Patient Recruitment Operations is responsible for the overall leadership of the call center and site-based recruitment operations, with a focus on driving performance, and for developing and implementing strategies to enhance patient recruitment for clinical trials.

Key Responsibilities

Essential Job Duties:

• Overall leadership of site-based and call center patient recruitment operations with a focus on delivery to ensure that site enrollment targets are achieved. Continuously enable synergies, deliver the highest standards of quality, and ensure ability to scale with business demands or expansions.
• Develop and implement operational efficiencies, implement incentive and reward programs, lead site-based and call-center system transformations, monitor performance metrics, and set performance goals to drive continuous delivery and improvement in recruitment, patient engagement and experience.
• Collaborate with departments leaders in Business Development, Business Operations, Site Operations, Finance, Budgets and Contracts, and HR to drive patient recruiting expectations and meet expected milestones (enrollment targets, scheduled and completed screens, etc.).
• Review the performance dashboards and other clinical trial systems to oversee recruitment activities and forecast needs, ensure proper staff coverage centrally and across sites, and ensure patient recruitment is meeting expected deliverables around call time, response time and productivity.
• Assume people management responsibilities including interviewing and selection, performance appraisals, job description preparation, employee counseling, career coaching, and other employee meetings for assigned team. Manage department staff, proactively identify and resolve issues, and work to ensure successful department operations and culture.
• Oversee resourcing allocations, assignments and team members' output and performance to ensure study deliverables are on track, identifying risks to delivery or quality, and addressing/escalating any risks to clinical trial deliverables (timeline, patient volumes, budget, etc.).
• Ensure all site-based recruitment and call center activities comply with security, privacy, labor and other regulatory guidelines and company policies.
• Participate, lead, and/or present in team, management, delivery, and other meetings as needed.
• Report on key performance metrics for department to cross-functional and extended leadership teams.
• Handle escalated patient inquiries or issues, as needed.
• Continually evaluate technology and processes for potential improvements.
• Identify issues and alerting senior management with a view to recommendations.
• Communicate and liaise with clients and all stakeholders (internal & external) in a timely and professional manner.
• Employ strategic thinking and problem-solving skills to propose and implement risk mitigations.
• Perform other related duties as assigned.
  
  

Skills, Knowledge And Expertise

Minimum Qualifications: A bachelor's degree and 5 years' experience in a patient recruitment / call center leadership role, in the healthcare, clinical research, or similar sector, or an equivalent combination of education and experience, is required. 2 years call center management experience and 2 years' experience with clinical trial processes, patient recruitment strategies, and regulatory guidelines is required. Must have demonstrated experience in leading and expanding highly successful call center operations and executing against goals with an executive mindset (e.g., builds a disciplined environment, strong performance output, etc.). Bi-lingual (English / Spanish) proficiency is a plus.

Required Skills

• Proficiency with computer applications such as email, electronic health records, and basic applications. Ability to type proficiently (40 wpm)
• Well-developed written and verbal communication skills.
• Well-developed interpersonal skills, and the ability to work well independently as well as with co-workers, subjects, managers, and external customers
• Strong quantitative, research, and data analytic skills
• Must possess strong organizational skills and attention to detail
• Ability to effectively handle multiple tasks and adapt to changes in workloads and priorities
• Ability to be professional, respectful of others, self-motivated, and exemplify a strong work ethic
• Must possess a high degree of integrity and dependability
• Ability to work under minimal supervision, identify problems and implement solutions
• Ability to handle highly sensitive information in a confidential and professional manner, and in compliance with HIPAA guidelines
  
  

Benefits

• Full-time employees regularly scheduled to work at least 30 hours per week are benefits-eligible, with coverage starting on the first day of the month following date of hire.
• Medical, dental, vision, life insurance, short and long-term disability insurance, health savings accounts, supplemental insurances, and a 401k plan with a safe harbor match are offered.