Manager of Patient Engagement
1 month ago
Marrero
Job DescriptionDescription: Position Overview The Manager of Patient Engagement is a key operational leader responsible for the performance, quality, and scalability of the Patient Engagement function across our clinical research network. This role oversees Trial Placement Coordinators (TPCs) who manage high-volume inbound and outbound communications with potential clinical trial participants. This leader ensures that patient engagement operations function as a reliable, efficient, and patient-centered recruitment engine, supporting enrollment goals across industry-sponsored Phase I-IV clinical trials in Gastroenterology, CNS, Cardiometabolic, General Medicine, Dermatology and other therapeutic areas. Acting as both a people leader and operational architect, the Manager of Patient Engagement translates study enrollment objectives into scalable workflows, performance standards, and measurable outcomes while maintaining a high standard of patient experience and regulatory awareness. The Manager of Patient Engagement will play a critical role in ensuring recruitment pipelines support enrollment targets, driving both study success and overall site network revenue. Key Responsibilities • Leadership & Team Management, • Own day-to-day operations of the Patient Engagement team, including inbound and outbound call activities related to study interest, prescreening, follow-up, and appointment scheduling., • Ensure consistent, high-quality execution of patient communications, including response to inbound inquiries, outbound outreach, reminder calls, and follow-ups to support enrollment and retention., • Foster a high-performance culture in a high-demand, high-pressure environment., • Serve as the primary escalation point for complex patient situations, scheduling challenges, or operational issues impacting recruitment performance., • Develop incentive programs to motivate recruitment teams., • Process Optimization & Scalability, • Standardize patient engagement workflows and ensure consistent execution across studies and therapeutic areas., • Identify operational bottlenecks, root causes, and inefficiencies; drive continuous improvement through process refinement, training, and use of technology., • Partner with Marketing, Clinical Operations, and Leadership teams to align patient engagement processes with protocol requirements and enrollment strategies., • Support the launch of new studies by preparing engagement workflows, training staff, and ensuring readiness for patient outreach., • Oversee the patient funnel from lead generation through pre-screening, scheduling, screening, and randomization., • Collaborate with Clinical Operations, Regulatory, and Study Teams to ensure patient communications align with protocol criteria, consent requirements, and site procedures., • Performance Management & Reporting, • Develop, implement, and monitor key performance indicators (KPIs) at the team and individual level (e.g., contact rates, conversion to prescreen, show rates, enrollment support metrics)., • Monitor daily, weekly, and monthly performance to identify trends, gaps, and improvement opportunities., • Provide regular reporting and insights to leadership on recruitment performance, challenges, and successes., • Use data-driven insights to adjust strategies and improve patient enrollment efficiency., • Maintain strong attention to detail in process oversight, compliance, and reporting., • Stakeholder Collaboration, • Partner with site directors, study teams, sponsors, and CROs to ensure recruitment expectations are met or exceeded., • Represent the recruitment function during sponsor/CRO meetings and site selection processes. Requirements: Required: • Bachelor’s degree required; advanced degree preferred (business, life sciences, or related field)., • 5-7+ years patient engagement, contact center operations, recruitment operations, or healthcare-related customer service., • 3+ Proven success managing internal and external call center operations., • Experience overseeing high-volume inbound and outbound call operations., • Strong ability to coach, motivate, and develop team members., • Proven experience translating operational goals into scalable processes., • Excellent communication, organization, and problem-solving skills. Preferred: • Prior experience in clinical research, patient recruitment, healthcare operations, or clinical trials., • Familiarity with patient prescreening, enrollment workflows, or study recruitment metrics., • Experience supporting multiple therapeutic areas or studies simultaneously