- 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.
-
Call Center Representative
1 week ago
Sport Durst Automotive Group Durham, United StatesJob Description · Job DescriptionFULL-TIME POSITION · NIGHTS & WEEKENDS CALL CENTER REPRESENTATIVE · 8.66 an HOUR PLUS we pay $10 per Appt shown and $25 per Appt Sold. · if you take the hourly + bonus, most make about $15-$18 per hour. However, it is up too you. · Last month we h ...
-
Healthcare Call Center Representative
3 weeks ago
Select Source International Durham, United StatesJob Description · Job DescriptionJob Title: Healthcare Call Center Representative · Location: Durham, NC (Remote option available) · Duration: 6 Months · Job Description · This is an outbound call role with the Contact team to review risk adjustment and Quality Care gaps. · Candi ...
-
Call Center Member Support Agent
3 weeks ago
Excel Fitness Durham, United StatesPosition: Member Support Level 1 · Reports to: Call Center Assistant Manager · Department: Call Center Operations · Compensation: $ $14.00 per hour · Purpose: Serves as an advocate to our members, guests and prospective members. Provides accurate information regarding company ...
-
Call Center Specialist
2 weeks ago
Piper Companies Morrisville, United StatesPiper Companies is looking for a · Call Center Specialist · to join a thriving Biotech Company located outside of · Raleigh, NC . This is an · onsite role · with great benefits and bonus potential · Essential Duties of the · Call Center Specialist · : · Provide personalized case ...
-
Call Center Associate
2 days ago
Sovereign Lending Group Irvine, United StatesJob Description · Job Description* Please note this is an in office position* · Sovereign Lending Group, a national direct lender, is celebrating over 17 years of service. We have been named by Inc. 5000 as one of the Fastest Growing Privately Held Companies in America for 10 yea ...
-
Call Center Representative
1 week ago
FieldWorks LLC Raleigh, United StatesJob Description · Job DescriptionRecruit and hire for important national campaigns · Inbound and Outbound Calls for Employee Recruitment · Job Responsibilities · scheduling online interviews · conducting online interviews · hiring canvassers · helping to ensure that individuals a ...
-
Medical Office Call Center
1 week ago
Raleigh Capitol Ear, Nose, and Throat Raleigh, United StatesRaleigh Capitol Ear, Nose and Throat is a very busy ENT office. We are looking for employees to work in our call center. Requirements are, but are not limited to: Must be able to answer a high volume of calls per day (between , must have a friendly voice and personality, must be ...
-
Telemedicine Call Center Manager
1 day ago
VIGILINT Morrisville, United StatesThe Call Center Operations Manager shall perform tasks associated with managing personnel and the daily functions of a 24/7/365 Medical Operations Center (MOC). These duties include but are not limited to:Plan, supervise changes, and manage the daily functions of the Medical Oper ...
-
Customer Service Call Center
2 weeks ago
AKC Reunite Raleigh, United States Part time** Customer Service Call Center - AKC Reunite Recovery Coordinator Part-time** · **Job Category****:** Customer Service **Requisition Number****:** CUSTO01562 Showing 1 location **Job Details** · **Description** · **Customer Service Call Center- AKC Reunite Recovery Coordinato ...
-
Service Call Center Technician
1 week ago
CS Medical Creedmoor, United StatesJob Description · Job DescriptionJob Description · CS Medical · Job Title: Service Call Center Technician · Department or Division: Service · Reports To: CS Medical Service Manager · The CS Medical Service Call Center Technician, reporting directly to the CS Medical Service Man ...
-
Customer Service Call Center
2 weeks ago
AKC Reunite Raleigh, United States** Customer Service Call Center - AKC Reunite Recovery Coordinator** · **Job Category****:** Customer Service **Requisition Number****:** CUSTO01552 Showing 1 location **Job Details** · **Description** · **Customer Service Call Center- AKC Reunite Recovery Coordinators. We off ...
-
Customer Service Call Center
5 days ago
AKC Reunite Raleigh, United States** Customer Service Call Center - AKC Reunite Recovery Coordinator** · Job Category: Customer Service Requisition Number: CUSTO01552 Showing 1 location Job Details · Description · Customer Service Call Center- AKC Reunite Recovery Coordinators. We offer a paid training trainin ...
-
Call Contact Center Specialist
2 days ago
Addison Group Raleigh, United StatesJob Description · Job DescriptionRole: Call Contact Center Specialist · Location: Raleigh, NC · Type: Contract to Hire · Overview: · We are seeking a motivated and results-oriented Call/Contact Center Specialist to join our team in a contract-to-hire role. You will play a key r ...
-
Medical Office Call Center
4 weeks ago
Raleigh Capitol Ear, Nose, and Throat Raleigh, United StatesJob Description · Job DescriptionRaleigh Capitol Ear, Nose and Throat is a very busy ENT office. We are looking for employees to work in our call center. Requirements are, but are not limited to: Must be able to answer a high volume of calls per day (between , must have a friendl ...
-
Call Center Representative
3 weeks ago
TRC Talent Solutions raleigh, United States TemporaryWe are seeking a talented and enthusiastic Call Center Representative to join our dynamic customer service team. As a Call Center Representative, you will be the first point of contact for our valued customers, providing exceptional support and resolving their inquiries or concer ...
-
Call Center Representative
3 weeks ago
SA4 CALL CENTRE LTD Raleigh, United StatesWe are seeking a motivated Call Center Representative to join our team. As a Call Center Representative, you will be the primary point of contact for our customers. You will handle incoming calls, respond to inquiries, resolve complaints, and provide information about our product ...
-
BDC Representative/ Call Center Agent
1 week ago
Hendrick Automotive Group Cary, United StatesHendrick Buick GMC Cadillac (Cary) · Location: 115 Team Hendrick Way, Cary, North Carolina 27511 · Summary:. · Automotive Dealership Service Department Scheduling Coordinator. · Answer inbound service calls for 14 Hendrick Dealerships, General Motors, Kia and Dodge. · Prima ...
-
Pharmaceutical Call Center Quality Lead
4 weeks ago
Syneos Health Careers Raleigh, United States· You're a proactive problem-solver and have the ability to make customers feel like your friend. · In this role, you will collaborate and support the aligned Call Center Quality Manager to monitor agents who are conducting inbound and outbound calls in accordance to the progr ...
-
Communication Ctr Operator II
2 weeks ago
Duke Health Durham, United StatesAt Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together. · About Duke Health Technology Solutions ...
-
communicationctr operator ii
2 weeks ago
Duke Health Durham, United StatesAt Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together. · About Duke Health Technology Solutions ...
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.
