Call Center Manager

Job Description

The Manager of the Patient Engagement and Recruitment Call Center (PERC) plays a pivotal role in overseeing the operational excellence of the Patient Engagement and Recruitment Call Center. This position involves the management and leadership of processes dedicated to continuous improvement within the recruitment department. The primary focus is on delivering exceptional patient customer service, optimizing quality management, workforce planning, recruitment strategies, coaching, and training.

Responsibilities

• Lead and supervise the daily operations of the patient recruitment call center, including managing staffing, training, and performance evaluation of call center staff.
• Implement and uphold call center best practices to ensure seamless call flow, efficient inquiry handling, and compliance with relevant regulations and guidelines.
• Monitor key call center metrics and performance indicators to evaluate the effectiveness of recruitment efforts and initiate data-driven improvements.
• Cultivate and maintain relationships with potential study participants to establish trust and rapport.
• Execute patient-centered engagement strategies to ensure a positive experience throughout the recruitment process.
• Address patient inquiries, concerns, and feedback to enhance patient satisfaction and study compliance.
• Collaborate with clinical trial sponsors, investigators, and research teams to comprehend study requirements and tailor recruitment plans accordingly.
• Identify target patient populations and suitable recruitment channels based on study protocols and therapeutic areas.
• Ensure strict adherence to all applicable regulations, guidelines, and ethical standards governing clinical research and patient recruitment.
• Maintain a comprehensive understanding of Good Clinical Practice (GCP) and other relevant guidelines to ensure the call center’s compliance.
• Implement measures to safeguard patient confidentiality and data security during the recruitment process.

Must Have:

• Exceptional leadership and management skills with the ability to inspire and motivate teams.
• Outstanding communication and interpersonal skills to cultivate relationships with patients, investigators, and sponsors.
• Data-driven mindset with the capability to analyze recruitment metrics and make informed decisions.
• Proficiency in utilizing customer relationship management (CRM) software and call center technologies.
• Familiarity with marketing and outreach strategies to effectively engage with target patient populations.
• Ability to manage multiple projects concurrently and prioritize tasks in a fast-paced environment.

Additional Skills & Qualifications

• Bilingual highly preferred.
• Willingness to travel for work-related purposes (up to 10% travel) for project team meetings, client presentations, and other professional meetings/conferences as necessary.

Work Environment

The position is onsite with a shift requirement from 12:00 PM to 9:30 PM.

Pay and Benefits

The pay range for this position is $95000.00 – $105000.00/yr.

Health and Wellness Benefits

Medical, dental, vision, HSA, and FSA plans

Employer contributions from 55-80% based on coverage level

Company contributions to HSAs

401k Eligibility and Company Match

100% match of the first 3% of contributions; 50% on the next 2% contributed

Immediate eligibility and automatic enrollment at 5% contribution

Paid Time Off and Company Holidays

PTO starting at three weeks per year and growing with company tenure

10 paid holidays each calendar year

Life Insurance and Employee Assistance Program

100% paid life Insurance policy (double annual salary)

100% paid short- and long-term disability benefits

Optional insurance coverage for the employee and dependents

Complimentary emergency assistance plan

Site Incentive Bonus Plan

Site bonuses are paid twice annually

Ties site team success to Velocity’s success

Recognition and reward for individual contributions

Workplace Type

This is a fully onsite position in Durham,NC.

Application Deadline

This position is anticipated to close on May 21, 2025.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.

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