Manager, Central Study Coordinators - Retention

What We Do 

Care Access is delivering the future of medicine today! Care Access has a revolutionary model that breaks down traditional barriers to clinical trials that limit participation among physicians and patients to 3%. By removing this bottleneck, Care Access is helping accelerate the approval and delivery of critical and life-saving therapies. 

Who We Are 

We care. Our people are the engines behind our mission: to revolutionize access to clinical trials for the benefit of patients everywhere. We care for one another, find new ideas to accelerate medicine, and seed a long-term impact for generations.

Position Overview 

The Manager, Central Study Coordinators – Retention hires, develops, enables, and engages their team of Central Study Coordinators - Retention (CSC-Rs) to ensure a high level of performance and an exceptional customer experience. The manager will provide day to day support to the CSC-Rs to drive retention results and help CSC-Rs navigate retention program operations.

Responsibilities include collaborating with recruitment and pre-screening teams, Care Access leadership, and other teams as required to deliver retention program results. This role is responsible for determining the key priorities and goals in partnership with leadership, then translating these priorities into actionable goals and activities for their CSC-Rs. Managers must ensure that the team has appropriate resources and expertise to deliver those goals. This is a managerial level role with the expectation that the manager has strong working knowledge of and experience in the clinical research industry and a proven track record working successfully in patient retention and/or customer service. 

What You'll Be Working On

Duties include but are not limited to: 

Understand and manage all aspects of the day-to-day work of a team of CSC-Rs

Interview, hire, onboard, and train new CSC-Rs into the team 

Set clear and actionable goals for the team and support them to deliver to expectations 

Teach CSC-Rs the soft skills required to retain and engage potential study participants

Use datasets and dashboards to review and understand performance compared to established KPIs and provide coaching to CSC-Rs to ensure they are meeting standard metrics 

Take corrective action and provide feedback when the performance of the team or individuals within the team do not meet expectations 

Facilitate team meetings 

Balance workload and responsibilities within team as priorities and team structure change and evolve, assess team utilization regularly 

Keep leadership updated with important updates regarding the team, performance, and other key information and escalations

Partner effectively with marketing and pre-screening teams that identify the participants entering the retention program, understand the bigger picture of the end-to-end recruitment, retention, and referral process

Serve as point of escalation for issues 

Develop an environment of collaboration and progress 

Hold team accountable for conducting their work in accordance with GCP and provide guidance and training on GCP as needed 

Identify and implement new ways of retaining and engaging participants

Proactively solve problems and identify opportunities for process improvement 

Analyze and understand study protocols

Additional duties/responsibilities may be assigned as needed 

Physical and Travel Requirements 

This is a remote position with less than 10% travel requirements. Occasional planned travel may be required as part of the role. 

What You Bring

Knowledge, Skills, and Abilities: 

Leadership skills and a desire to manage people 

Demonstrate professionalism in all situations and work effectively with a diverse group of individuals 

Proficient with Microsoft Office applications (Word, Outlook, Teams, and Excel) 

Ability to establish and maintain effective working relationships

Ability and willingness to work independently with minimal supervision 

Ability to learn to work in a fast-paced environment 

Excellent organizational skills with strong attention to detail 

Critical thinker and problem solver 

Proficient in research terminology and basic medical terminology 

Understand the overall clinical development paradigm and excellent working knowledge of government regulations, GCP, and ALCOA-C 

Strong organization and time management skills 

Ability to work effectively in a remote environment 

Proper home office set-up including a private space for participant communication and high-speed internet (at minimum: 100MB up and 15 MB down, 5 GHz router) 

Certifications/Licenses, Education, and Experience: 

Bachelor’s degree in a science related field or the equivalent experience

At least seven years of relevant clinical research experience

At least two years of experience leading teams 

Fluency in English. Fluency Spanish is a bonus

Benefits (US Full-Time Employees Only) 

PTO/vacation days, sick days, holidays.

100% paid medical, dental, and vision Insurance. 75% for dependents 

HSA plan 

Short-term disability, long-term disability, and life Insurance

Culture of growth and equality 

401k retirement plan 

Diversity & Inclusion 

We serve patients and researchers from diverse cultures and communities around the world. We are stronger and better when we build a team representing the people we aim to support. We maintain an inclusive culture where people from a broad range of backgrounds feel valued and respected as they contribute to our mission. We value diversity and believe that unique contributions drive our success.

At Care Access, every day, we are advancing medical breakthroughs. We’re uniting standard patient care with cutting-edge treatments and research. Our work brings life-changing therapies to those in need and paves the way for newer and greater treatments to reach the world. We’re proud to advance these breakthroughs and work with the big players while engaging with the best physicians and caring for patients. 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Care Access is unable to sponsor work visas at this time.