Director of Patient Recruitment Operations

The Role

We are seeking an experienced and driven Director of Patient Recruitment Operations to lead and execute operational strategies to maximize recruitment in our clinical research studies. The ideal candidate will have prior experience managing a healthcare call center including the use of CRM technology and strategy and possess in-depth knowledge of the clinical research recruiting process. Candidates should appreciate the atmosphere of a growing company and the need to impact process development while supporting sites. Success in this position requires agility, collaboration and exceptional critical thinking and problem-solving abilities.

Position Type: Full Time

Location: Remote

Duties/Responsibilities

• Lead and supervise 3-5 direct reports, with a team of 15-20 indirect reports ensuring optimal recruitment performance and efficiency across all sites and studies
• Develop and implement strategic plans in collaboration with sites to meet enrollment targets for clinical trials in multiple therapeutic areas including but not limited to infectious disease, CNS and cardiometabolic studies
• Ensure all recruitment activities comply with regulatory requirements, ethical guidelines, and company policies
• Manage recruitment vendor relationships, ensuring quality, adherence to contracts, and efficient and cost-effective delivery of services
• Design and optimize patient journeys, leveraging outreach to enhance trust, engagement, and enrollment rates. 
• Implement a process to receive and implement participant feedback for continuous improvement
• Work with the Patient Recruitment Manager to resolve any participant concerns and escalations
• Identify and solve recruitment challenges and barriers to meeting recruitment objectives
• Implement and deploy strategies for lead generation through both internal (site database) and external sources (social, email marketing/blasts, text messaging, advertising (print, radio, TV, digital)
• Generate reports and presentations on recruitment KPIs, including trends and recommendations to identify and implement process improvements to increase call center productivity and efficiency

Required Skills and Abilities

• Proven experience leading and implementing call center operational strategies, teams and solutions, preferably in a clinical trials environment with diverse therapeutic area focus
• Data-driven approach to performance management, reporting, and identifying opportunities for strategic improvement. 
• 3+ years' experience utilizing customer relationship management (CRM) software- Salesforce preferred, AI and other call center applications (Vonage, Dialpad, Grove, etc.)

• Ability to manage multiple projects concurrently and prioritize tasks in a fast-paced environment
• Proven ability to build and mentor high-performing teams, fostering a culture of accountability and continuous improvement. 

Education and Experience

• Bachelor’s degree or equivalent plus 8-10 years progressive experience in a patient recruitment environment preferred.

• Minimum of 3+ years leading high-performing teams
• General understanding of GCP, CFR, and state regulations as applicable
• Ability to lead across multiple time zones in a remote working environment
• Results oriented- demonstrates strong business planning skills, communicates objectives clearly to teams and has proven experience in execution to get to desired results
• Driven- self-starter that can inspire and motivate teams, has excellent time management skills and is ready to execute in a tactical and strategic manner
• Strong Communicator- strong communication skills to develop and maintain collaborative relationships with internal and external stakeholders