Recruitment Call Center Manager

Description

SUMMARY:

The Recruitment Call Center Manager is responsible for driving performance, developing best-in-class goals, and optimizing the Patient Recruitment Call Center to meet and exceed call center metrics, including but not limited to supporting global projects. The manager will supervise daily operations and employees aiming for maximum efficiency and cost-effectiveness and will engage in resource planning and decision making. The Manager may oversee a team of remote, onsite (in Austin or Boston), and a combination of full time, PRN, and contract employees, depending on the needs for each project.

Requirements

ESSENTIAL DUTIES:

• Daily supervision and coaching of the call center team to ensure exceptional patient experience
• Develop and implement strategies to optimize call center metrics while maintaining high-quality patient interactions
• Monitor and analyze call center performance data to drive continuous improvement
• Create and maintain standard operating procedures for patient communication
• Lead training initiatives to keep the team updated on healthcare regulations and company policies
• Collaborate with site ops and medical affairs teams to ensure seamless patient experience from pre-screening through enrollment
• Manage scheduling and staffing to maintain appropriate coverage across all time zones, as needed per project specifications
• Handle escalated patient concerns with empathy and resolution focus
• Oversees contact center operations, including adherence to regulatory and compliance standards, as well as initiatives to improve the quality of contact center operations and serves as point of contact for Ring Central and Call Tracking Metrics providers
• Directs the effort in monitoring interactions, workflow, and metrics of the call center to ensure adherence to performance, quality, and efficiency standards.
• Maintains a focus on customer service by providing policy and procedural direction to staff.
• Establishes and monitors KPIs for operational processes (eg issue resolution).
• Identifies opportunities for improving customer service and/or reducing costs.
• Interfaces with other departments in the organization to ensure the Provider call center is prepared to support future initiatives and organizational goals.
• Ensure HIPAA compliance and patient confidentiality in all interactions
• Demonstrate knowledge of the Company’s clinical research studies as well as the diagnoses and medical terminology that is involved in each study. Responsible for understanding the protocols and exclusions and a comprehensive understanding of each trial being conducted.
• Establish rapport and ensure courteous and efficient service is provided to callers, site locations and all customers including but not limited to the patients, subjects, potential subjects, doctors, pharmaceutical sponsors, and all levels within the company.
• Provide regular feedback to Management regarding the maintenance of effective levels of recruitment activities for each project.
• Update internal reporting and project management tracking mechanism per departmental requirements.
• Other duties as assigned.
  
  

Supervisory Responsibilities

• This role is the anchor position and is expected to scale a team to meet the needs of the company.
• Responsible for recruiting, selecting, orienting, and training employees; assigning workload; planning, monitoring, and appraising job results; and coaching, counseling, and performance management of for remote employees and those at the Austin office location.
• Responsible for engagement and creating a positive culture to ensure employees are engaged and retained.
• Track and maintain productivity logs throughout each day to ensure hourly, daily, and weekly call volume and visits scheduled goals are achieved for each individual, providing coaching and re-training as needed.
• Conduct regular reviews according to employee timelines to set clear expectations, goals and performance plans if needed.
• Responsible for approval of PTO, sick time, and the escalation of requests between HR and the employee.
• Ensure compliance with all company SOPs, departmental Guidance Documents and company policies.
• Set and communicate goals for performance and deadlines in ways that comply with the company’s plans and vision, in addition to departmental objectives.
• Ensure adherence to legal and company policies and procedures and partner with TalentServices to undertake disciplinary actions if needed.
  
  

Qualifications

• Strong analytical and problem-solving skills.
• Proven ability to identify and understand project needs and develop strategies to achieve patient recruitment goals with innovative tactics and solutions.
• Excellent verbal and written communication skills, including the ability to effectively convey ideas and information clearly and concisely.
• Aptitude to think creatively and strategically.
• Proven ability to collaborate with functional groups and different levels of employees throughout an organization to achieve business results.
• Demonstrated ability to work effectively in a high pressure and deadline driven environment, proactively managing competing priorities.
• Proactive and timely follow-up skills: the ability to organize applicable department timelines and follow up with internal and external stakeholder needs as needed.
• Self-motivated; able to work independently to complete tasks, respond to department requests, and collaborate with others to utilize their resources and knowledge to identify quality solutions.
• Strong organizational skills and project management skills.
• Proficient with Microsoft Office 365 (Outlook, Word, Excel, PowerPoint, Teams) SharePoint, Adobe Creative Suite, and Salesforce; ability to understand, adapt, and leverage technology to drive strategic and operational success.
  
  

Education And Experience

• Bachelor’s degree in communications, health sciences, business or related field.
• Over 7 years of collective experience within call center/customer service profession, preferably within clinical research/healthcare.
• Minimum of 5 years with project management experience.
• Minimum 5 years of experience managing teams, managing projects, and directly or indirectly facilitating workgroups.
• Minimum 4 years of client relationship management experience.
• Over 3 years of financial management experience, including creating project level budgets.
• Experience with?clinical?trial management systems?and call center technology required.