Patient Liaison Manager - SiteRX

***This is a 100% on-site role located at our office in Maitland, Florida. 

We are empowering the fight against incurable diseases.

SiteRx strives to give patients hope. Today, the “best” option for a patient diagnosed with an incurable disease is a prescription that, at most, temporarily improves symptoms. In the face of this stark prognosis, an alternative option provides an avenue for hope: clinical trials.

Your Mission:

The Patient Liaison Manager will oversee the team responsible for all patient engagement and care coordination activities related to treatment communications as directed by patients’ healthcare providers. This includes managing patient education efforts and ensuring patients understand available clinical research opportunities.

About the Engagement:

• Manage and develop the Patient Liaison team 
• Coach direct reports in patient call strategy, pipeline management, opportunity management and career planning/development
• Leads team to deliver high quality, patient-focused, cost effective and efficient service.
• Create a strong culture to drive employees engagement and commitment to SiteRx mission.
• Oversee performance management of the Patient Liaison team and ensure balanced workload
• Communicate metrics/team goals directly to the team
• Manage and assign files to direct reports on a daily basis
• Conduct ongoing training and feedback to direct reports 
• Drive a culture of accountability, continuous improvement, and personal excellence
• Lead team through change while maintaining high level of performance and quality
• Conduct regular quality checks and provide feedback and coaching to team members and enforce quality and compliance initiates for the Patient Success team
• Perform employee performance reviews, evaluations, and enforce performance improvement plans in accordance with disciplinary policy in connection with the Department Director.
• Assist in the development of the training program for Patient Liaisons
• Monitor call quality (overall associate quality assurance): documentation + call quality + special projects
• Answer incoming calls from potential study patients and assess preliminary subject eligibility against protocol specific inclusion and exclusion criteria
• Develop and maintain a working knowledge of assigned medical indications
• Review patient database and other electronic platforms as required to identify potential study patients and initiate contact
• Ensure accurate collection and entry of patient information into the relevant databases while on the phone
• Ensure courteous and efficient service is provided to all callers
• Support other members of your team as well as cross-functional team members
• Attend and contribute to department meetings

Required Qualifications:

• Bachelor’s degree, Associate’s degree or equivalent 
• Minimum 2+ years of Call Center/Contact Center management experience
• Documentation in a customer service environment, medical documentation is preferred 
• Medical terminology a plus
• Bilingual (Spanish/English) a plus
• Prior inside sales experience a plus
• Possess exceptional organizational skills and attention to details
• Critical-thinking skills
• Display excellent verbal and written communication skills
• Ability to self-manage time and balance multiple priorities
• Able to quickly adapt to changes in responsibilities, workloads, and priorities
• Be a fast learner with the capacity to retain and differentiate key enrollment criteria across clinical trials
• Demonstrate a focus on process improvement and be capable of articulating ideas for improving efficiency and maximizing results
• Prior history delivering excellent customer service is required; call center experience a plus
• Possess well-developed interpersonal skills and an ability to work well independently, as well as with co-workers, peers, supervisor, and external customers
• Able to maintain confidentiality with HIPAA guidelines, patient information, and other sensitive information
• Demonstrate professionalism, sense of urgency, and self-motivation to achieve required metrics
• Highly skilled in coaching, developing, and motivating employees towards achieving and exceeding organizational goals and objectives.

About Us:

SiteRx is a fast-paced and motivated company that operates with the urgency and pace needed to democratize access to clinical research with a mission of contributing to efforts to cure currently incurable diseases. SiteRx strives to engage individuals who challenge themselves and the status quo, constantly reimagining processes and driving efficiencies both within the business and with our relevant industry partners.

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Paid time off
• 401(k)

Last updated: 3 hours ago