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Patient Engagement Lead

4 months ago

Houston, United States DM Clinical Research Full time
Job DescriptionJob DescriptionPatient Engagement Lead

The Patient Engagement Lead will lead a growing Patient Engagement team and define, implement, and maintain reference data, business rules, and quality improvement for the organization in achieving five-star ratings in patient care and patient engagement.

DUTIES & RESPONSIBILITIES
  • Lead a team of PE specialists and coordinators to drive strategies to improve the overall patient recruitment, retention and experience
  • Lead and manage a team of inbound call specialists to ensure smooth operations of the inbound communications received from patients via calls, emails and surveys
  • Responsible for maintaining the highest level of patient experience by facilitating patient issue resolution within the 72 hrs timeline by collaborating with all the site, recruitment and required stakeholders
  • Responsible for ensuring all the phone lines and email distros are working at highest operational efficiency each day
  • Maintain a daily log and report of the call center operations and drive improvement projects from the findings
  • Work closely with the QA team to conduct quality check on inbound calls on a day-to-day basis and provide feedback to the team in stand in huddles
  • Responsible for the 24/7 after hours line staff management, materials and query management with leadership
  • Lead communication with all stakeholders to monitor the patient complaints, issues and questions to close and resolve queries in the management defined timeframe to provide the highest patient experience
  • Overlook daily activity to provide support to patients through various activities to help drive patient experience improvement.
  • Oversee the Patient experience surveys to monitor operational and score statistics daily
  • Follow IRB, GCP guidelines to address patient issues and queries and present a site scorecard at the end of each quarter
  • Responsible for maintaining department SOP’s and training/coaching staff members to follow department guidelines
  • Responsible for meeting and ensuring the team meets the department KPI’s and goals
  • Lead and maintain training and onboarding materials and sessions for all the new hires
  • Oversee the Ambassador program engagement, referral inquiries and referral reward generation
  • Work closely with the sites to attend site specific engagement and outreach events as needed
  • Lead outreach efforts by identifying best practice strategies for engaging diverse communities to partner with DM Clinical in various outreach activities throughout the year across all the organizations sites
  • Demonstrate the ability to work cooperatively with diverse leaders, local and government and community organizations to build effective relationships and influence diverse community organizations.
  • Facilitate Patient Focus Group interviews and Individual patient testimony interviews to meet organizations targets of improving patient experience by direct patient feedback
  • Monitor progress in the representation of all diverse populations in our clinical research trials.
  • Serve as a representative for DM Clinical Research in external community diversity outreach initiatives.
  • Assist in the planning, and execution up to the event date for grand openings of sites/ conferences/award programs and all other special events/projects for Marketing and Patient Engagement
  • Visit clinical sites/offices and facilities as a patient engagement representative
  • Responsible for all materials and daily reporting related to the Patient Experience communications and Inbound call center
  • Complete additional duties as assigned by management.

KNOWLEDGE & EXPERIENCE

Education:
  • Bachelor’s Degree in medical/health sciences or a Foreign Medical Graduate from a 4 year accredited college, required
Experience:
  • 2+ years in Healthcare or Clinical Research field
  • Candidates with customer services experience, preferred
Credentials:
  • Bilingual candidates, preferred
Knowledge and Skills:
  • High energy, highly organized and a positive attitude work well through change and shifting priorities.
  • Strong planning, organizational, and project management skills .
  • Ability to work independently, without task-level oversight, to make good decisions and apply sound judgment.
  • Ability to work well under pressure and meet deadlines with a quality product.
  • Ability to work with vendors and other external stakeholders with timely communications
  • Ability to communicate effectively and professionally with patients, visitors, physicians, and coworkers.
  • Ability to follow policies and procedures and support organizational goals and values.
  • Strong active listening and customer service skills.
  • Can identify and resolve problems in a timely manner.
  • Good time management and organizational skills.
  • Proficient in Microsoft Office.
  • Strong interpersonal skills, including compassionate and empathetic attitude
  • Exhibit a positive and friendly attitude at all times, taking pride in our work and the organization.

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