Call Center Manager - Patient Engagement

MediMedia   •  

Lexington, KY

Industry: Pharmaceuticals & Biotech

  •  

Less than 5 years

Posted 53 days ago

We are adding to our current ICON Direct to Patient Contact team in the US! This is a full-time, onsite position with responsibility to assist in managing projects and resources across projects. The position includes working week-end hours to ensure full coverage of our patient call center operations.

ICON is a leading Global CRO specializing in the development of drugs and devices for the pharmaceutical industry that save lives and improve quality of life.

ICON’s Direct to Patient Contact department is providing services to enhance patient recruitment, retention and support in clinical studies. Our activities include direct interactions with patients including inbound and outbound contacts, study support, collection of data such as quality of life, compensations and reimbursements or travel concierge.

Responsibilities and Accountability:

Working with the Director DPC, the DPCM acts as the functional lead for direct to patient contact activities: plans, organizes, leads, and manages assigned projects and coordinate resources based on project specifications and resource experience and expertise.

Provide functional and operational oversight for appropriate resources involved for patients inbound and outbound contacts

Ensure the development and maintenance of documents specific to the direct to patient activities (phone scripts, questionnaires, project plan, etc.) and status reports.

Identify resources needs for the direct to patient contact activities and ensure adequate training is provided

Manage goals, resources, utilization rates, timelines, metrics and budget related to DPC activity for assigned projects.

Proactively participate in the maintenance and development of quality assurance system for the direct to patient contact department.

May be identified as ‘Project Manager’ for Direct to Patient Contact stand-alone projects.

Education/Experience:

Bachelor degree, preferably in a scientific discipline or health-related field

Experience in patient recruitment and retention activities or equivalent would be ideal.

We would also consider significant project management experience in a call center environment.

Preferable but not mandatory: clinical trials/Epidemiology experience

Minimum 3 years' experience in project management (preferably in a CRO or pharmaceutical industry)

Knowledge/Skills/Attributes:

Fluency in English with excellent written and verbal communication skills.

Effective organizational, analytical, and time management skills.

Demonstrated ability to work well within a matrix environment; able to provide leadership, facilitate teamwork, communication, and optimize team productivity.

Professional liaison skills for developing and maintaining successful partnership relationship with clients.

Demonstrated ability to lead by example and successfully motivate and direct cross functional, culturally diverse projects and project teams.

Excellent problem solving, judgment and decision making skills with the ability to motivate staff to seek creative solutions to issues surrounding on-time, on-budget and quality study delivery.

Demonstrated ability to handle challenging situations, multiple tasks and conflicting deliverables while maintaining motivation of teams across numerous projects.

Computer proficiency

What’s Next?

Following your application you will be contacted by one of our dedicated recruiters and if successful we will be able to provide you with more details about this opportunity.

ICON plc Company is an equal opportunity employer - Minorities/Females/Disabled/Veterans and committed to providing a workplace free of any discrimination or harassment.

Reference: 054675