Senior Manager for Patient Enrollment

1 month ago

Houston, United States DM Clinical Research Full time
Job DescriptionJob DescriptionSenior Manager for Patient Enrollment -Therapeutics

The Senior Manager for Patient Enrollment -Therapeutics will be the driving force behind team performance, nurturing a collaborative environment, and setting the bar for exceptional customer service. They will spearhead initiatives such as project management and adequate resource utilization. This role demands a proactive approach to foresee potential challenges and opportunities, with a strong emphasis on continuous improvement and innovation.  It requires strong call-center operational experience as well as managerial experience in leading global teams. The ideal candidate will be a catalyst for change, adept at mentoring and inspiring their team, and committed to elevating the patient enrollment experience.

DUTIES & RESPONSIBILITIES

Core Responsibilities:
  • Responsible for achieving booking goals across all projects via effective planning.
  • Lead study-specific recruitment programs working closely with the clinical study teams and vendors.
Team Management:
  • Recruit teams, run orientation sessions, and evaluate and monitor performance.
  • Supervise and mentor Team Leads and their teams.
  • Set performance goals, monitor progress, and provide regular feedback.
  • Foster a positive work environment and promote teamwork.
  • Provide strategic oversight with the head of the department to have foresight on upcoming opportunities and challenges.
Operational Efficiency:
  • Develop and implement strategies to enhance department efficiency.
  • Make sound decisions to optimize processes and reduce response times. Carefully consider various courses of action, decision support data, and past experience in trial optimization to improve service quality.
  • Collaborate with other departments and other stakeholders to streamline project deliverables.
  • Develop monthly, quarterly, and annual department goals and action plans.
  • Prepare the annual budget and manage the staff and department consistent with approved budgetary goals.
Team Management
  • Monitor patient recruitment metrics, from enrollment and optimization to employee attrition to all aspects of the patient journey (e.g., average handling time, first-call resolution).
  • Conduct regular performance evaluations and address performance gaps. Collect and promote application of best practices and lessons learned across all programs
Customer Experience:
  • Ensure exceptional customer service by maintaining high standards.
  • Address escalated customer issues promptly and effectively.
  • Continuously improve processes to enhance customer satisfaction.
  • Have dedicated call-center experience running global or national call-center teams in the healthcare environment is preferred.
Reporting and Analytics:
  • Generate regular reports on call center performance.
  • Analyze data to identify trends and areas for improvement.
  • Present findings to senior management.

KNOWLEDGE & EXPERIENCE

Education:
  • Must have aBachelor’s degree in Business Administration or related field (BBA required; MBA or MPH preferred)
Experience:
  • Minimum of 5 years of experience in call center operations, including at least 3 years in a managerial role.
Credentials:
  • Project Management Professional (PMP) certification is a plus.
Knowledge and Skills:
  • Strong leadership, communication, and problem-solving skills.
  • Proficiency in call center software and CRM systems.
  • Sound foundation in GCPs, company SOPs, and departmental procedures
  • Team growth, development and counseling


 

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