• Job Description

  Req#: a25f61e4-63c7-4e7b-a29a-d8e22809f7ea
  Vice President, Patient Experience (Clinical research)
  
  Department: Executive
  
  Employment Type: Full Time
  
  Location: Corporate
  
  Reporting To: Bob Kinard
  
  Description
  
  Alcanza is a growing multi-site, multi-phase clinical research company with a network of locations in MA, NH, MI, VA, SC, FL, GA, AL, and TX. We have established a strong presence across Phase I-IV studies and several therapeutic areas including vaccine, neurology, dermatology, psychiatry, and general medicine. Join us as we continue to grow.
  
  The VP, Patient Experience is a key leadership role responsible for leading and overseeing Patient Recruitment functions, including third-party resources and large call center operations, and for managing, developing, and implementing strategies to enhance the patient experience and patient identification for clinical trials. In addition, the Vice President, Patient Experience will be responsible for developing Provider Outreach goals and executing strategies to expand outreach relationships.
  
  Key Responsibilities
  
  Essential Job Duties:
  
  • Lead the Patient Experience function, including large call center operations, to identify patients, and deliver and continually improve service and recruitment performance.
  • Lead Provider Outreach, including identification and outreach to medical practices and FQHCs, to develop relationships in communities, and expand patient outreach through community events and conferences.
  • Develop and implement strategies to ensure the subjects' experience is consistent with the overall company strategy and values, and drive initiatives that maintain this alignment.
  • Lead, hire and develop a diverse, high-performing team of professionals focused on ensuring subject needs and sponsor requirements are met or exceeded.
  • Drive communication around department current state and future growth opportunities with key organizational stakeholders to ensure alignment and transparency.
  • Improve service excellence through the identification and execution of initiatives that drive efficiency, scale, and a seamless sponsor and subject experience.
  • Focus on the performance, culture and contact center processes and metrics to consistently achieve productivity goals, and consumer/customer satisfaction targets.
  • Create and manage the department budget as well as key performance indicators (KPIs).
  • Coordinate with clinical operations teams to align resources with recruitment needs, priorities, and strategies.
  • Monitor and report performance metrics to drive recruitment excellence.
  • Oversee people management activities including interviewing and selection, performance appraisals & goal setting, timecard, PTO and payroll needs, employee counseling, new hire onboarding and training, career coaching and termination meetings. Managing assigned staff, proactively identify and resolve issues, and work to ensure successful site operations.
  • Manage escalated patient inquiries, ensuring adherence to regulations and company policies.
  • Evaluate, implement, and optimize recruitment technologies and processes.
  • Participate in setting up offshore recruitment capabilities, if indicated.
  • Participate in management meetings, presenting recruitment performance updates.
  • Participate in continuing education activities or attend conferences and seminars to maintain current knowledge of recruitment affairs and issues.
  • Perform all other duties that may be requested or assigned.
  • Up to 50% travel
  
  
  Skills, Knowledge and Expertise
  
  Minimum Qualifications: A bachelor's degree and 8+ years' experience in a patient recruitment leadership role, running large call center operations, or an equivalent combination of education and experience, is required. 5+ years' experience in clinical research, provider outreach, and with large call centers / technologies strongly preferred. Must have knowledge of clinical trial processes, patient recruitment strategies, call center technology, and regulatory guidelines. Bi-lingual (English / Spanish) proficiency is a plus.
  
  Required Skills:
  
  • Proficiency with computer applications such as email, electronic health records, and basic applications. Ability to type proficiently (40+ wpm)
  • Well-developed written and verbal communication skills.
  • Well-developed interpersonal skills, and the ability to work well independently as well as with co-workers, subjects, managers, and external customers
  • Strong quantitative, research, and data analytic skills
  • Must possess strong organizational skills and attention to detail
  • Ability to effectively handle multiple tasks and adapt to changes in workloads and priorities
  • Ability to be professional, respectful of others, self-motivated, and exemplify a strong work ethic
  • Must possess a high degree of integrity and dependability
  • Ability to work under minimal supervision, identify problems and implement solutions
  • Ability to handle highly sensitive information in a confidential and professional manner, and in compliance with HIPAA guidelines
  
  
  Benefits
  
  • Full-time employees regularly scheduled to work at least 30 hours per week are benefits-eligible, with coverage starting on the first day of the month following date of hire.
  • Medical, dental, vision, life insurance, short and long-term disability insurance, health savings accounts, supplemental insurances, and a 401k plan with a safe harbor match are offered.

• About the company

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