Call Center Manager - Patient Recruitment & Pre-Screening

Responsibilities:

• Execute study-specific pre-screening workflows based on protocol inclusion/exclusion criteria to ensure accurate hand-offs.
• Own core funnel KPIs, including contact rate and cost-per-qualified-referral, reporting weekly to leadership.
• Monitor call quality and script adherence, conducting ongoing QA and re-training sessions.

Management:

• Lead call center staff and pre-screening teams through coaching, scheduling, and performance management.
• Troubleshoot operational issues in real time, such as staffing gaps or lead flow disruptions, to maintain efficiency.
• Surface pipeline risks early and recommend corrective actions like script changes or outreach intensification.

Operations:

• Ensure all patient interactions comply with HIPAA and are logged correctly in the CRM system.
• Partner with Project Management and Clinical Operations to align call volume with site capacity and enrollment velocity.
• Build and scale the call center function, shaping workflows and best practices as the program grows.