Senior Manager Patient Enrollment - DM Clinical Research
Houston, TX 77064
About the Job
Senior 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:
KNOWLEDGE & EXPERIENCE
Education:
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.
- 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.
- 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.
- 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.
- 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.
- 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)
- Minimum of 5 years of experience in call center operations, including at least 3 years in a managerial role.
- Project Management Professional (PMP) certification is a plus.
- 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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Source : DM Clinical Research