Phone Screening Supervisor

DESCRIPTION:
The Supervisor of Phone Screening is responsible for all activities associated with the contact, screening, and scheduling of clinical trial subjects and patients.

Responsibilities include:
Direct supervision, ongoing assessment, and training of phone screening staff; Overseeing the cleaning and maintenance of the subject database; Phone screening of patients for trials requiring a health professional's initial assessment of eligibility for the study; Liaising with Director of Patient Recruitment to ensure continuity of work flow and communication between recruitment and screening.

RESPONSIBILITIES:

- Direct supervision of a group of 8-10 clinical trial phone screeners/schedulers, including scheduling work hours.
- Develop individual and departmental goals and objectives for phone screening department.
- Provide ongoing assessment of phone screener skills and performance.
- Provide appropriate coaching and training of phone screeners.
- Develop and implement new processes, procedures and/or work flows necessary for efficient collection of information from potential subjects.
- Implement process for collecting and reporting metrics that aid in evaluation of ad placements.
- Function as a phone screener for patient studies where health professional assessment is necessary.
- Be present and available for questions from phone screeners for patient studies.
- Develop and implement process for phone screeners to update healthy volunteer and patient demographic data in the CRU database; include assignment of weekly/monthly goals.
- Implement process for ongoing maintenance of subject database.
- Assist in training phone screeners on how to query database for certain subject populations.
- Recruitment and Screening Activities (overseen by Supervisor).
- Provide support to internal clinical research staff in the pre-selection of subjects for eligibility using protocol inclusion/exclusion criteria.
- Communicate protocol requirements to study subjects and patients calling to inquire about specific studies.
- Create and manage all communication methods to subjects, including but not limited to letters, text messaging, and mailings.
- Manage subject phone calls including scheduling/rescheduling of appointments.
- Along with Recruitment Director, recruit required number of subjects for specific studies.
- Ensure phone screening department maintains a positive and professional attitude to the subject population, understanding they are the first contact subjects have with the CRU.
- Track phone call metrics from sources of advertising so that advertising strategies can be decided based on what is most effective.
- Establish strong collaborative relationship with Director of Recruitment to realize shared goals in recruitment of subjects for CRU clinical trials.
- Demonstrate creative thinking in suggesting new or more effective ways to recruit volunteers and patients for clinical trials.
- Demonstrate leadership skills in building a quality phone screening department.
- Active participation in CRU department and other meetings.
- Assist Director of Patient Recruitment with community outreach efforts, as appropriate.
- Participate in CRU teams to accomplish business needs and resolve issues.
- Reports to Clinical Operations Director.
- Strong relationship with Clinical Services Director, Director of Operations, and Medical Director.
- Oversee phone screening department.
- Provides critical input to Clinical Operations Director and Clinical Services Lead regarding success of various forms of advertising, which impacts patient recruitment budget.
- Matrixed relationship with clinic coordinators and recruitment nurses.

SKILLS:

EDUCATION/EXPERIENCE:

- Registered Nurse or Licensed Practical Nurse, or related discipline, required.
- Previous supervisory experience required.
- Health care practice experience/training with valid license, preferred.
- Spanish language fluency strongly preferred.
- Excellent written and verbal communication skills.

TECHNICAL SKILLS REQUIREMENTS:

- Excellent computer skills.
- Excellent customer service and professionalism.
- Strong management skills.

PHYSICAL POSITION REQUIREMENTS:

- Off shift and weekend hours.
- Community outreach (ie health screenings, participating in patient advocacy groups, networking with physician offices).

COMPETENCY DETAIL:

- Competency in using computers.
- Working knowledge of computers systems and associated issues/risks.
- Familiar with Microsoft Office Applications.
- Experience in various social media outlets (eg, Facebook, Google, Twitter) a plus.
- Proficiency in clinical/nursing related skills.
- Ability to review protocol inclusion/exclusion criteria and apply these to subject screening and recruitment.
- Able to view issues and opportunities in broader context and proactivity.
- Ability to effectively lead others and be willing to invest in their learning/careers.
- Excellent written and verbal communication skills, including the ability to communicate elements of a protocol in easily understandable language.
- Ability to communicate effectively with management group, colleagues, subjects, external customers and healthcare professionals.
- Able to act as team member to effectively collaborate to support CRU objectives as evidenced by 360 degree feedback.
- Must have the ability to function as an effective team member in diverse workgroups.
- Contribute to the business needs through fulfillment of the essential functions specified in this role.
- Interventions are appropriate, immediate, and demonstrate excellent assessment skills.
- Evidence of positive relationships with CRU subjects.
- Provide phone screening supervisory coverage, as needed, (primarily a day job but must be available for various shifts - weekends/evenings).
- Able to work alone and be self-motivated.
- Able and willing to take initiatives.
- Accomplish business objectives.
- Good organization and planning skills.
- Able to pay attention to detail.
- This location requires all candidates to be CPR certified upon start date.
- MS Word.