Patient Coordinator Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a significant volume of both inbound and outbound calls.

• Perform comprehensive remote pre-screening calls with prospective candidates in accordance with trial protocols.

• Collect medical history, demographic details, and other pertinent information.

• Clarify the purposes of clinical trials, eligibility criteria, and related risks or benefits.

• Establish rapport with potential participants.

• Evaluate patient information to ascertain clinical trial eligibility utilizing medical terminology.

• Utilize Microsoft Outlook, SharePoint, RingCentral, Slack, Microsoft Teams, and other software for communications, documentation, and calls.

• Achieve or surpass KPIs associated with pre-qualified referrals, enrollment rates, and conversion ratios.

• Keep precise records of patient interactions, ensuring compliance with regulatory and trial-specific standards.

• Follow quality-assurance protocols diligently.

• Engage in ongoing training regarding trial protocols, regulatory requirements, and patient engagement practices.

• Provide timely updates concerning patient statuses, referral outcomes, and any arising issues.

• Review recorded calls from contractor PCs to ensure adherence to scripts, regulations, and quality standards.

• Monitor KPI dashboards to identify performance trends, gaps, and opportunities for improvement.

• Offer personalized coaching and feedback to each contractor PC direct report at least bi-monthly.

• Escalate unresolved performance issues to the PC Team Lead.

• Recommend contractor PCs for performance-based incentives.

• Review and authorize contractor PC timesheets on a weekly basis.

• Generate and submit monthly contractor-hours invoices to the PC Team Lead.

• Collaborate with the PC Team Lead and Enrollment Operations Manager on process enhancements within the PC department.

⛳️ Requirements

• A minimum of 3 years of experience in a call center setting.

• At least 1 year in a patient-facing screening role within the healthcare or clinical research field.

• Previous experience in a supervisory, coaching, or team lead capacity is highly preferred.

• Excellent verbal and written communication skills.

• Ability to articulate complex medical information in a clear and effective manner.

• Capability to provide constructive feedback in a professional, empathetic, and results-driven way.

• Proficiency with remote communication and productivity tools, including RingCentral, Slack, and the Microsoft Office Suite.

• Strong understanding of medical terminology and clinical trial processes.

• Ability to juggle multiple tasks, prioritize responsibilities, and manage competing demands in a fast-paced, fully remote environment.

• Exceptional organizational skills and attention to detail.

• Comfort with data-driven performance management.

• GCP (Good Clinical Practice) certification or the willingness to secure certification within a specified timeframe.

• Proficient in using computers and adaptable to new software applications as required.

🏝️ Benefits

• Fully remote work opportunity.

• Access to an employee discount program.

• 401(k) plan with employer contribution.

• Basic Life Insurance covered by the employer.