- Oversee the daily operations of the patient recruitment call center, including staffing, training, and performance management of call center personnel.
- Implement call center best practices to ensure smooth call flow, efficient handling of inquiries, and compliance with relevant regulations and guidelines.
- Monitor call center metrics and performance indicators to assess the effectiveness of recruitment efforts and make data-driven improvements.
- 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.
- Collaborate with clinical trial sponsors, investigators, and research teams to understand study requirements and design recruitment plans accordingly.
- Identify target patient populations and appropriate recruitment channels based on study protocols and therapeutic areas.
- Ensure strict adherence to all relevant regulations, guidelines, and ethical standards governing clinical research and patient recruitment.
- Maintain a thorough understanding of Good Clinical Practice (GCP) and other relevant guidelines to ensure the call center's compliance.
- Implement measures to protect 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.
- Other duties as assigned
- 5 years Management experience in a Call Center Environment
- Strong proficiency in using customer relationship management (CRM) software and call center technologies.
- Exceptional leadership and management skills with the ability to inspire and motivate teams.
- Excellent communication and interpersonal skills to build relationships with patients, investigators, and sponsors.
- Data-driven mindset with the ability to analyze recruitment metrics and make data-backed decisions.
- Familiarity with marketing and outreach strategies to engage with target populations effectively.
- Ability to handle multiple projects simultaneously and prioritize tasks in a fast-paced environment.
- Ability to travel for work related purposes (Up to 10% travel, as needed, for project team meetings, client presentations and other professional meetings/conferences as needed.)
- Bilingual Highly Preferred
- Bachelor's degree in a relevant field (e.g., healthcare, life sciences, communications, marketing) preferred or equivalent years of experience (5 or more) in a call center environment.
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Director, Patient Engagement and Recruitment Call Center - Durham, United States - Velocity Clinical Research, Inc.
Description
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 director of a Patient Engagement and Recruitment call center is responsible for planning and executing the call center operations. Core duties include management and leadership of processes for the continuous improvement of the companys recruitment department. Tactical emphasis is on patient customer service and scheduling, quality management, workforce planning, recruiting, coaching, and training.
Responsibilities:Duties/Responsibilities:
Required Skills/Abilities:
Education and Experience:
NOTE: The above Job Description is intended to communicate the general function of the mentioned position 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.
