The Patient Engagement Lead will lead a growing Patient Engagement team and define, implement, and maintain reference data, business rules, and quality improvement for the organization in achieving five-star ratings in patient care and patient engagement.

DUTIES & RESPONSIBILITIES

• Lead a team of PE specialists and coordinators to drive strategies to improve the overall patient recruitment, retention and experience
• Lead and manage a team of inbound call specialists to ensure smooth operations of the inbound communications received from patients via calls, emails and surveys
• Responsible for maintaining the highest level of patient experience by facilitating patient issue resolution within the 72 hrs timeline by collaborating with all the site, recruitment and required stakeholders
• Responsible for ensuring all the phone lines and email distros are working at highest operational efficiency each day
• Maintain a daily log and report of the call center operations and drive improvement projects from the findings
• Work closely with the QA team to conduct quality check on inbound calls on a day-to-day basis and provide feedback to the team in stand in huddles
• Responsible for the 24/7 after hours line staff management, materials and query management with leadership
• Lead communication with all stakeholders to monitor the patient complaints, issues and questions to close and resolve queries in the management defined timeframe to provide the highest patient experience
• Overlook daily activity to provide support to patients through various activities to help drive patient experience improvement.
• Oversee the Patient experience surveys to monitor operational and score statistics daily
• Follow IRB, GCP guidelines to address patient issues and queries and present a site scorecard at the end of each quarter
• Responsible for maintaining department SOP’s and training/coaching staff members to follow department guidelines
• Responsible for meeting and ensuring the team meets the department KPI’s and goals
• Lead and maintain training and onboarding materials and sessions for all the new hires
• Oversee the Ambassador program engagement, referral inquiries and referral reward generation
• Work closely with the sites to attend site specific engagement and outreach events as needed
• Lead outreach efforts by identifying best practice strategies for engaging diverse communities to partner with DM Clinical in various outreach activities throughout the year across all the organizations sites
• Demonstrate the ability to work cooperatively with diverse leaders, local and government and community organizations to build effective relationships and influence diverse community organizations.
• Facilitate Patient Focus Group interviews and Individual patient testimony interviews to meet organizations targets of improving patient experience by direct patient feedback
• Monitor progress in the representation of all diverse populations in our clinical research trials.
• Serve as a representative for DM Clinical Research in external community diversity outreach initiatives.
• Assist in the planning, and execution up to the event date for grand openings of sites/ conferences/award programs and all other special events/projects for Marketing and Patient Engagement
• Visit clinical sites/offices and facilities as a patient engagement representative
• Responsible for all materials and daily reporting related to the Patient Experience communications and Inbound call center
• Complete additional duties as assigned by management.

KNOWLEDGE & EXPERIENCE

Education:

• Bachelor’s Degree in medical/health sciences or a Foreign Medical Graduate from a 4 year accredited college, required

Experience:

• 2+ years in Healthcare or Clinical Research field
• Candidates with customer services experience, preferred

Credentials:

• Bilingual candidates, preferred

Knowledge and Skills:

• High energy, highly organized and a positive attitude work well through change and shifting priorities.
• Strong planning, organizational, and project management skills .
• Ability to work independently, without task-level oversight, to make good decisions and apply sound judgment.
• Ability to work well under pressure and meet deadlines with a quality product.
• Ability to work with vendors and other external stakeholders with timely communications
• Ability to communicate effectively and professionally with patients, visitors, physicians, and coworkers.
• Ability to follow policies and procedures and support organizational goals and values.
• Strong active listening and customer service skills.
• Can identify and resolve problems in a timely manner.
• Good time management and organizational skills.
• Proficient in Microsoft Office.
• Strong interpersonal skills, including compassionate and empathetic attitude
• Exhibit a positive and friendly attitude at all times, taking pride in our work and the organization.