Call Center Manager

4 weeks ago

Durham, United States Medix™ Full time

Do you have experience as a call center manager and are ready to transition into a rewarding industry? This is the PERFECT opportunity for an individual to set their roots down with a large Clinical Research Network. The ideal candidate will be bilingual in Spanish (MUST HAVE) and have a minimum of 2 years of experience as a call center manager.

IMPORTANT:

This position will start off as remote, however it will eventually switch over to being 100% in person in Durham, NC. Candidate MUST be local to the area or willing to relocate, relocation assistance is available

Summary:

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.

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.

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