Patient Engagement Supervisor

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    "url": "https://recruiting.paylocity.com/recruiting/jobs/Details/4242965/Prolerity-Clinical-Research/Patient-Engagement-Supervisor",
    "job_type": "Full-time",
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    "description_html": "<p>Job Description: Patient Engagement Supervisor (Player-Coach)<br>Location: Remote<br>Position Type: Full-Time<br>Compensation: Base Salary + Incentive Structure</p><p><strong>Position Overview</strong></p><p>The Patient Engagement Supervisor is a hands-on operational leader responsible for supervising and actively participating in daily patient recruitment activities across our clinical research site network. This role functions as a true “player-coach,” balancing personal call production goals with oversight, coaching, and performance management of a team of Trial Placement Coordinators (TPCs).</p><p>The Patient Engagement team serves as the front line of patient recruitment for industry-sponsored Phase I-IV clinical trials across Gastroenterology, CNS, Cardiometabolic, Dermatology, General Medicine, and other therapeutic areas.&nbsp;</p><p>The ideal candidate has strong clinical research and/or healthcare call center leadership experience, thrives in a fast-paced, metrics-driven environment, and is comfortable both leading by example and directly contributing to recruitment performance through daily outreach activities.</p><p>This individual will play a critical role in driving patient engagement, improving conversion outcomes, supporting enrollment targets, and maintaining a positive patient experience throughout the recruitment process.</p><p><strong>Key Responsibilities</strong></p><p><strong>Team Leadership &amp; Coaching</strong></p><ul><li>Supervise day-to-day operations of the Patient Engagement team, including inbound and outbound patient communications related to study interest, prescreening, follow-up, and appointment scheduling.</li><li>Serve as a working supervisor by maintaining an individual call and conversion goal while leading the team.</li><li>Monitor team productivity, call quality, responsiveness, and patient experience metrics.</li><li>Provide real-time coaching, call feedback, and ongoing performance development to Trial Placement Coordinators.</li><li>Foster a high-accountability, high-performance culture focused on recruitment outcomes and patient engagement quality.</li><li>Assist with onboarding and training of new team members on call handling, prescreening workflows, objection handling, and study communication standards.</li><li>Act as the escalation point for complex patient situations, scheduling issues, or challenging interactions.</li></ul><p><strong>Recruitment Operations</strong></p><ul><li>Conduct high-volume inbound and outbound calls to prospective study participants using traditional recruitment methods, including lead follow-up, database outreach, referral follow-up, and re-engagement campaigns.</li><li>Support patient recruitment efforts across multiple studies and therapeutic areas simultaneously.</li><li>Ensure timely follow-up on patient inquiries and outbound outreach attempts to maximize engagement and conversion opportunities.</li><li>Oversee patient movement through the recruitment funnel from initial contact through prescreening and scheduling.</li><li>Maintain accurate documentation of patient interactions and recruitment activity within internal systems and recruitment platforms.</li><li>Collaborate with Clinical Operations and study teams to ensure outreach aligns with protocol requirements and enrollment priorities.</li></ul><p><strong>Performance Management &amp; Reporting</strong></p><ul><li>Track and monitor individual and team KPIs, including:</li><li>Outbound call volume</li><li>Contact rates</li><li>Prescreen conversion rates</li><li>Appointment scheduling metrics</li><li>Show rates</li><li>Enrollment support metrics</li><li>Analyze daily and weekly performance trends to identify opportunities for process improvement and coaching.</li><li>Help implement workflows and operational improvements to increase efficiency and patient conversion outcomes.</li><li>Provide recruitment performance updates and operational insights to leadership.</li></ul><p><strong>Cross-Functional Collaboration</strong></p><ul><li>Partner with Marketing, Clinical Operations, and study teams to support recruitment initiatives and enrollment strategies.</li><li>Assist with launch preparation for new studies, including workflow implementation, team readiness, and recruitment strategy execution.</li><li>Ensure patient communications remain professional, compliant, empathetic, and aligned with study requirements.</li></ul><p><strong>Success in This Role Looks Like</strong></p><ul><li>Trial Placement Coordinators are consistently meeting productivity and quality expectations.</li><li>The supervisor successfully balances personal production goals with team leadership responsibilities.</li><li>Patient inquiries and outreach efforts are handled promptly, professionally, and empathetically.</li><li>Recruitment workflows operate efficiently and support study enrollment goals.</li><li>Team conversion metrics, scheduling rates, and patient engagement outcomes improve over time.</li><li>The Patient Engagement team maintains strong responsiveness and accountability in a fast-paced recruitment environment.</li></ul>",
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    "requirements_html": "<p><strong>Qualifications</strong></p><p><strong>Required</strong></p><ul><li>Bachelor’s degree preferred; equivalent relevant experience considered.</li><li>3-5+ years of healthcare call center experience required.</li><li>2+ years of experience supervising or leading call center teams in a metrics-driven environment.</li><li>Experience managing high-volume inbound and outbound calling operations.</li><li>Strong coaching and performance management skills with the ability to motivate and develop team members.</li><li>Comfortable working in a player-coach environment with personal production expectations.</li><li>Excellent communication, organization, and problem-solving skills.</li><li>Strong attention to detail and ability to manage multiple priorities simultaneously.</li></ul><p><strong>Preferred</strong></p><ul><li>Prior experience in clinical research, patient recruitment, healthcare operations, or clinical trials.</li><li>Familiarity with patient prescreening workflows and recruitment metrics.</li><li>Experience supporting multiple studies or therapeutic areas simultaneously.</li><li>Experience working in environments without EMR-integrated recruitment workflows.</li></ul>",
    "requirements_text": "Qualifications\n Required\n Bachelor’s degree preferred; equivalent relevant experience considered.\n 3-5+ years of healthcare call center experience required.\n 2+ years of experience supervising or leading call center teams in a metrics-driven environment.\n Experience managing high-volume inbound and outbound calling operations.\n Strong coaching and performance management skills with the ability to motivate and develop team members.\n Comfortable working in a player-coach environment with personal production expectations.\n Excellent communication, organization, and problem-solving skills.\n Strong attention to detail and ability to manage multiple priorities simultaneously.\n Preferred\n Prior experience in clinical research, patient recruitment, healthcare operations, or clinical trials.\n Familiarity with patient prescreening workflows and recruitment metrics.\n Experience supporting multiple studies or therapeutic areas simultaneously.\n Experience working in environments without EMR-integrated recruitment workflows."
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