Manager, Patient Engagement and Recruitment Call Center

Overview

Velocity Clinical Research is an owned and integrated research site organization, providing excellence in patient care, high quality data and fully integrated research sites. At Velocity, we align our values and behaviors to give our employees the best chance of delivering on our brand promise: to bring innovative medical treatments to patients. We are committed to making clinical trials succeed by generating high quality data from as many patients as possible, as quickly as possible while providing exemplary patient care at every step.

As an employee of Velocity, you are the most integral part of our mission. For talented candidates who perform at a high level, Velocity will invest to support career advancement and reward performance. Whether you are new to clinical research or are an industry veteran, we invite you to apply to Velocity.

Benefits include medical, dental and vision insurance, paid time off and company holidays, 401(k) retirement plan with company-match, and an annual incentive program.

Job Summary:

The Manager of the Patient Engagement and Recruitment Call Center (PERC) plays a pivotal role in overseeing the operational excellence of the Patient Engagement and Recruitment Call Center. This position involves the management and leadership of processes dedicated to continuous improvement within the recruitment department. The primary focus is on delivering exceptional patient customer service, optimizing quality management, workforce planning, recruitment strategies, coaching, and training.

Responsibilities

Duties/Responsibilities:

• Lead and supervise the daily operations of the patient recruitment call center, including managing staffing, training, and performance evaluation of call center staff
• Implement and uphold call center best practices to ensure seamless call flow, efficient inquiry handling, and compliance with relevant regulations and guidelines
• Monitor key call center metrics and performance indicators to evaluate the effectiveness of recruitment efforts and initiate data-driven improvements
• Cultivate and maintain relationships with potential study participants to establish trust and rapport
• Execute patient-centered engagement strategies to ensure a positive experience throughout the recruitment process
• Address patient inquiries, concerns, and feedback to enhance patient satisfaction and study compliance
• Collaborate with clinical trial sponsors, investigators, and research teams to comprehend study requirements and tailor recruitment plans accordingly
• Identify target patient populations and suitable recruitment channels based on study protocols and therapeutic areas
• Ensure strict adherence to all applicable regulations, guidelines, and ethical standards governing clinical research and patient recruitment
• Maintain a comprehensive understanding of Good Clinical Practice (GCP) and other relevant guidelines to ensure the call center's compliance
• Implement measures to safeguard patient confidentiality and data security during the recruitment process
• Develop and maintain relationships with potential study participants to foster trust and rapport
• Implement patient-centric engagement strategies to ensure a positive experience throughout the recruitment process
• Address patient queries, concerns, and feedback to enhance patient satisfaction and study compliance
• Perform other duties as assigned.

Qualifications

Required Skills/Abilities:

• Profound knowledge of leading and implementing call center operational strategies and solutions
• Exceptional leadership and management skills with the ability to inspire and motivate teams
• Outstanding communication and interpersonal skills to cultivate relationships with patients, investigators, and sponsors
• Data-driven mindset with the capability to analyze recruitment metrics and make informed decisions
• Proficiency in utilizing customer relationship management (CRM) software and call center technologies
• Familiarity with marketing and outreach strategies to effectively engage with target patient populations
• Ability to manage multiple projects concurrently and prioritize tasks in a fast-paced environment
• Willingness to travel for work-related purposes (up to 10% travel) for project team meetings, client presentations, and other professional meetings/conferences as necessary.
• Bilingual highly preferred

Education and Experience:

• Bachelor's degree in a relevant field (e.g., healthcare, life sciences, communications, marketing) preferred or equivalent years of experience (3 or more) years of Management Experience in a call center environment preferred.
• A combination of education, training, and experience to meet the position requirements and responsibilities

NOTE: The above Job Description is intended to communicate the general function of the position mentioned and by no means should be considered an exhaustive or complete outline of the specific tasks and functions that will be required.  Additionally, specific tasks and duties of the position are subject to change as the Company, the department and circumstances change.  All employees are expected to perform their duties within their ability as required by the job and/or as requested by management.