Customer Experience Team Lead, Care Access
More information about location
Decentralized clinical research & trial services
Be an early applicant
Decentralized clinical research & trial services
501-1000 employees
Be an early applicant
More information about location
501-1000 employees
Company mission
Care Access' mission is to engage every healthcare professional in clinical research and to make clinical trials a care option for every patient.
Role
Who you are
- Leadership Skills: Proven ability to lead and motivate a team, with a focus on achieving results through collaboration and effective communication
- Problem-Solving: Strong problem-solving skills with the ability to manage and resolve escalated issues efficiently and effectively
- Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely
- Customer Service Orientation: A deep commitment to providing exceptional service to participants and ensuring a positive experience
- Technical Proficiency: Familiarity with call center software, CRM systems, and ticketing tools
- Organizational Skills: Ability to manage multiple priorities, delegate tasks effectively, and maintain high levels of organization
- Education: Minimum of a high school diploma or GED; Bachelor’s degree preferred
- Experience: 3-5 years of experience in a supervisory or team lead role within a call center or recruitment environment, preferably in healthcare or clinical research
- Technical Skills: Proficiency in using call center software, CRM systems, and reporting tools is required
What the job involves
- As the Customer Experience Team Lead for Customer Experience Representatives and Recruitment teams, you will play a pivotal role in ensuring the efficient and effective operation of both the call center and recruitment teams
- Your mission is to oversee the daily activities of the call center agents and recruiters, manage escalations, and ensure that both teams work cohesively to deliver exceptional participant experiences
- You will act as the primary point of contact for complex issues, guiding your team to resolution while maintaining the highest standards of service
- Centralized Leadership and Team Support: As the primary point of contact, the Team Lead will supervise both the recruitment and call center teams, addressing any issues or challenges that arise during daily operations. Managerial responsibilities for this role includes providing guidance, problem-solving support, approving time cards and time off requests, and ensuring consistent management and communication to maintain a smooth workflow and alignment with organizational goals
- Issue Resolution: Quickly and effectively resolve escalated calls or situations, ensuring that they are handled with professionalism and in accordance with company policies
- Guidance and Mentorship: Act as a resource and mentor for team members, offering support and advice to help them navigate complex situations
- Collaboration with Management: Work closely with the manager to provide insights into team challenges and successes, facilitating continuous improvement in operations
- Training and Development: Support the ongoing training and development of team members, ensuring they have the skills and knowledge needed to excel in their roles
- Reporting: Prepare and present regular reports on team performance, challenges, and opportunities to senior management
- Performance Monitoring: The Team Lead will monitor key performance metrics, identify areas for improvement, and implement strategies to achieve recruitment and service goals
Our take
Through a network of distributed clinical research sites, on-demand popup sites, mobile infrastructure, and traveling clinical professionals, Care Access allows for decentralized clinical trials especially in underserved communities.
Decentralized and virtually managed trials exploded in popularity during the height of the Covid-19 pandemic, and due in part to how they can bring access to underrepresented demographics, they look set to stay.
Founded in 2016, Care Access’ work predates the pandemic, putting the company in a very strong position to lead the way as this kind of clinical trial becomes more mainstream.
Indeed, the company recently acquired IBPClin, a clinical trial center in Brazil, highlighting its intention to grow its model in South America as well as at home in the US.
Steph
Company Specialist
Insights
Few candidates hear
back within 2 weeks
Company
Company benefits
- PTO/Vacation days, sick days, Holidays
- 100% paid Medical, Dental, and Vision Insurance. 75% for dependents
- HSA plan Short-term disability, long-term disability, Life Insurance
- Continued Education Allowance
- Culture of growth and equality
- 401K plan and matching contribution
Company HQ
Downtown Crossing, Boston, MA
Articles
Leadership
Ahmad Namvargolian
(CEO)Was a Research Scientist at the Lawrence Berkeley National Laboratory in California. Holds a Master's in Public Policy from the University of Chicago.
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