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

    DM Clinical Research
    DM Clinical Research Houston, United States

    2 weeks ago

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    Description

    Job Description

    Job DescriptionSenior Manager for Patient Enrollment

    The Senior Manager for Patient Enrollment 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 a Bachelor's degree in Business Administration or related field (BBA required; MBA 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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