Senior Manager for Patient Enrollment - Houston, United States - DM Clinical Research

DM Clinical Research Houston, United States

6 days ago

Description

Job Description

Job 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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Senior Manager for Patient Enrollment - Houston, United States - DM Clinical Research

Description

Job Description