Patient Engagement Lead

Patient Engagement Lead 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. Powered by JazzHR