Patient Engagement Supervisor
Remote
Job Summary
The Patient Engagement Supervisor is a hands-on operational leader who balances personal call production with coaching and performance management of Trial Placement Coordinators, supervising daily patient recruitment activities across our clinical research site network. The role drives patient engagement and recruitment outcomes across multiple therapeutic areas (Gastroenterology, CNS, Cardiometabolic, Dermatology, General Medicine, etc.) and functions as a player-coach by contributing to recruitment performance while guiding the team through prescreening, outreach, scheduling, and conversion efforts. Responsibilities include team leadership and coaching, high-volume outreach, tracking KPIs, ensuring compliant patient communications, onboarding new staff, cross-functional collaboration with Marketing and study teams, and supporting enrollment targets in a fast-paced, metrics-driven environment.
Required Qualifications
- strong clinical research and/or healthcare call center leadership experience
- supervise day-to-day operations of patient engagement team
- experience with inbound/outbound patient communications related to study interest, prescreening, follow-up, and appointment scheduling
- ability to maintain personal call and conversion goals while leading team
- experience monitoring productivity, call quality, responsiveness, and patient experience metrics
- onboarding and training of new team members on workflows and standards
- ability to act as escalation point for complex patient interactions
- experience driving recruitment across multiple studies and therapeutic areas
- ability to collaborate with Clinical Operations and study teams to align outreach with protocol requirements
- ability to track and report KPIs (outbound call volume, contact rates, prescreen conversion, appointment scheduling, show rates, enrollment support)
- ability to implement workflows and operational improvements to increase efficiency and patient conversion outcomes
- ability to partner with Marketing, Clinical Operations, and study teams to support recruitment initiatives
- experience preparing for launches of new studies and ensuring team readiness
- professional, compliant, empathetic patient communications
Desired Qualifications
- strong clinical research and/or healthcare call center leadership experience
- experience supervising and coaching a team
- ability to manage inbound and outbound patient communications at scale
- experience in recruitment for phase I-IV clinical trials
- excellent verbal and written communication skills
- metrics-driven with ability to monitor KPIs and implement process improvements
- collaboration with cross-functional teams (Marketing, Clinical Operations)
- customer-focused, compliant, empathetic patient interactions
- ability to multitask across multiple studies/therapeutic areas
- training onboarding and coaching of new team members
- working supervisor capabilities with individual call goals
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