The Company

At Headlands Research, we are building the best clinical trial company in the world. We’re an exceptional family of next-generation clinical trial sites, integrating cutting edge technology and high-quality support services, and significantly expanding participant outreach and participation. Founded in 2018, our company is in high growth mode; we operate 15 clinical trial sites in the US and Canada and have rapid expansion plans.

You can read more about us at headlandsresearch.com.

The Role

We are looking for a self-motivated and goal driven leader to manage a team of patient recruiters for Headlands’ Accelelink business. This role is responsible for ensuring the recruitment team is meeting monthly goals associated with inside sales and marketing to patients entering clinical trial studies. The Manager should have a high focus on customer service, understand medical terminology, and have experience in a call canter or inside sales team environment.

 

Description of Responsibilities:

  • Hire, onboard, train and coach staff to ensure high quality work and superior customer service is provided
  • Ensure Patient Recruitment operations are appropriately staffed to provide uninterrupted service during call center hours
  • Propose and implement processes to enhance efficiency and effectiveness of patient recruitment activities and call center operations
  • Drive achievement of monthly screening goals by closely monitoring key metrics (e.g., Screen Fail and No-Show rates) and guiding the call center team to improve where necessary
  • Facilitate collaboration of the call center team with the marketing team to provide feedback, develop strategies and propose solutions,  assess effectiveness, and modify as needed to ensure subject referral sources are maximized
  • Assist to prepare recruitment performance reports/metrics by collecting, analyzing, and summarizing data and trends
  • Ensure compliance and proper utilization of Salesforce by the recruitment staff

 

Required Education and Experience: 

  • Bachelor's Degree (preferred) or equivalent work experience
  • Minimum of 4 years in an inside sales/clinical research patient recruitment role
  • Minimum 2 years of experience managing employees
  • Exposure to a level of Patient Recruitment tactics and client facing experience is preferred
  • Ability to negotiate and liaise with customers (internal and external) in a professional manner

 

Skills/Competencies: 

  • Strong abilities to negotiate and build relationships with customers and internal stakeholders
  • Salesforce CRM experience preferred
  • Microsoft Office (including Microsoft Project, PowerPoint, Word, and Excel), Visio, and Adobe Acrobat
  • Superior verbal and written communication skills
  • Expert team leader - Ability to communicate well with, motivate and lead cross- functional dynamic teams
  • Business development skills, and ability to contribute to strategic perspective and drive tactical results
  • Self-starter who can work independently with little to no supervision
  • Advanced knowledge of the pharmaceutical and biotechnology industry; clinical trial process (design and conduct) across Phases II-IV; and how patient recruitment fits within the process is preferred