Manager Patient Enrollment and Engagement (4562)

The Manager, Patient Enrollment & Engagement is primarily responsible for the day-to-day execution and oversight of patient enrollment and engagement activities. This role involves directly supervising and supporting a team of specialists, ensuring the efficient implementation of established processes, and consistently delivering a positive patient experience. The Manager will be instrumental in achieving daily operational targets and maintaining high standards of quality and compliance within the department.

DUTIES & RESPONSIBILITIES

Operational Supervision & Team Support:

- Directly supervise, train, and support a team of Patient Enrollment and Patient Engagement Specialists.

- Assign daily tasks, monitor individual and team performance, and ensure adherence to schedules and workflows.

- Provide real-time guidance and coaching to team members on patient interactions, process adherence, and problem resolution.

- Assist in the onboarding of new team members and ongoing professional development.

Tactical Execution & Workflow Management:

- Oversee the daily execution of patient recruitment and engagement campaigns, ensuring all activities are performed according to plan.

- Manage and optimize operational workflows for patient outreach, screening, scheduling, and retention activities.

- Ensure all patient communications are accurate, timely, and compliant with established guidelines.

- Troubleshoot operational issues and implement immediate solutions to maintain smooth departmental flow.

Data Collection & Performance Monitoring:

- Collect and review patient enrollment and engagement data, including call metrics, conversion rates, and patient feedback.

- Contribute to the preparation of daily, weekly, and monthly operational reports for review by senior management.

- Identify and flag potential issues or trends in performance metrics and bring them to the attention of the Senior Manager.

Quality Assurance & Compliance:

- Conduct regular quality checks on patient interactions (e.g., call monitoring, communication review) to ensure high standards of customer service and data integrity.

- Ensure all team activities strictly comply with Good Clinical Practice (GCP), HIPAA regulations, and company Standard Operating Procedures (SOPs).

- Assist in updating and maintaining departmental SOPs and training materials.

Interdepartmental Coordination:

- Coordinate closely with other internal teams (e.g., Site Operations, Marketing) to ensure smooth information flow and resolve day-to-day operational challenges.

- Act as a point of contact for routine operational inquiries from other departments.

KNOWLEDGE & EXPERIENCE

Education:

- Bachelor's degree required in a relevant field (e.g., Healthcare, Business Administration, Communications)

Experience:

- Minimum of 3-5 years of experience in patient enrollment, patient engagement, or a related operational role within a healthcare or clinical research setting.

- At least 1-2 years of proven supervisory or team lead experience.

- Demonstrated ability to manage daily operations and execute tactical plans effectively.

- Experience with data collection and basic reporting.

Credentials:

- N/A

Knowledge and Skills:

- Strong organizational skills and exceptional attention to detail.

- Excellent verbal, written, and interpersonal communication skills, with a focus on clear and concise instruction.

- Proficiency in problem-solving and proactive issue resolution in a fast-paced environment.

- Ability to motivate and support a team to achieve daily operational goals.

- Working knowledge of GCP (Good Clinical Practice) and HIPAA regulations.

- Proficient in Microsoft Office Suite and experience with CRM or patient management systems.