Patient Liaison Supervisor - Patient Recruitment

Alcanza Clinical Research • Woodstock, GA

2d • Onsite

About The Position

Alcanza is a growing multi-site, multi-phase clinical research company with a network of locations in AL, AZ, FL, GA, IL, MA, MI, MO, NV, SC, TX, VA, and Puerto Rico. We have established a strong presence across Phase I-IV studies and several therapeutic areas including vaccine, neurology, dermatology, psychiatry, and general medicine. Join us as we continue to grow.

The Supervisor, Patient Liaison Services is responsible for managing site-based Patient Liaisons and related recruitment initiatives.

Requirements

• An associate’s degree AND a minimum of 2 years’ experience in a medical environment, customer service, call center, or a similar field, or an equivalent combination of education and experience is required.
• A minimum of 2+ years of clinical or research experience AND experience with calendar management /scheduling, and CTMS (Clinical Trial Management System) is required.
• Proficiency with computer applications such as email, electronic health records, and basic applications.
• Ability to type proficiently (40+ wpm).
• Must possess strong organizational skills, attention to detail, and have basic math proficiency.
• Well-developed written and verbal communication skills. Bi-lingual (English / Spanish) proficiency is highly preferred.
• Well-developed listening skills and the ability to work well alone as well as in a team atmosphere.
• Ability to handle multiple tasks and changes in workloads and priorities.
• Ability to be professional, respectful of others, self-motivated, and exemplify a strong work ethic.
• Must possess a high degree of honesty and dependability.
• Ability to work under minimal supervision, identify problems and help find solutions.
• Ability to handle highly sensitive patient health information in a confidential and professional manner, and in compliance with HIPAA guidelines.

Nice To Haves

• People management experience is preferred.
• Bi-lingual (English / Spanish) proficiency is a plus.

Responsibilities

• Assisting in collection of performance metrics related to attribution capability for screening visits and pulling study call lists.
• Receive EOD / EOW call stat report and a send team summary to Patient Liaison Manager.
• Monitor, triage and communicate QA concerns and call metrics to Patient Liaison Manager.
• Immediately notify Patient Liaison Manager of any barriers and/or challenges to screens scheduled or completed.
• Call auditing and related support with recruiter training/re-training to address QA issues.
• Assist new recruiter training and retraining of current team members.
• Manage team support platforms including CC, 3CX, Sharepoint/ OneDrive.
• Delegate study priorities to designated brand recruiters determined by patient recruitment leadership.
• Document patient information correctly in the computer database.
• Learn and maintain knowledge regarding clinical research studies including inclusion and exclusion criteria for different studies.
• Record contact status of patients and document information in the database.
• Monitor sponsor patient portal activity for assigned team members.
• Oversee assigned Patient Liaisons and routinely assessing study-specific process and training compliance. Train and mentor call center staff to ensure they are knowledgeable about clinical trials and can effectively communicate with potential participants.
• Oversee assigned staff scheduling to ensure optimal site-based recruitment activity, coverage, payroll timecards, absence tracking/approvals, new hire orientation and training per operational needs.
• Oversee people management activities for assigned team, including participation with interviewing, completing performance appraisals, engaging with employee counseling, career coaching and, when needed, and other employment related meetings. Managing assigned staff, proactively identify and resolve issues, and work to ensure successful team operations.
• Handle escalated patient inquiries or issues. Escalate issues as appropriate or needed.
• Ensure call Patient Liaison activities comply with regulatory guidelines and company policies.
• Participate and present in management or site meetings.
• Perform other related duties as assigned.

Benefits

• Full-time employees regularly scheduled to work at least 30 hours per week are benefits-eligible, with coverage starting on the first day of the month following date of hire.
• Medical, dental, vision, life insurance, short and long-term disability insurance, health savings accounts, supplemental insurances, and a 401k plan with a safe harbor match are offered.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree