Patient Enrollment Center Manager, Quincy, MA
- Job Title
- Patient Enrollment Center Manager, Quincy, MA
- Job ID
- 27626994
- Location
- Quincy, MA 02122
- Other Location
- Description
-
JOB SUMMARY
The Enrollment Center Manager is responsible for exceeding clients’ expectations for active projects as well as facilitating the training of personnel to deliver exceptional levels of customer and department service. Responsibilities include monthly management of Enrollment Center department tasks, Quality Control of Enrollment Center service line items, maintaining and updating Enrollment Center SOPs and Guidance Documents, monitoring and serving as the POC for technology platforms used by Enrollment Center, developing process improvement plans, mentoring and training Enrollment Specialists, and more. Furthermore, The Enrollment Center Manager provides robust reports to upper management to inform of successes and foresee areas that require improvement. The Enrollment Center Manager works closely with the Directors and Associate Directors within Patient Services, assisting with items such as hiring, development of workflows, process improvements, and more to streamline team processes and sustain growth.
RESPONSIBILITES
- Enrollment Department Operations
- Supervises and leads the daily operations of the Enrollment Center Department with minimal oversight.
- Serves as a resource to team members regarding Enrollment Center-specific policies and processes.
- Oversees the management of the Enrollment Center’s phone operating system. Accountable for timely facilitation of ticket resolution and suggests/executes on routing strategies.
- Collaborates with the Patient Services Operations Group to manages guidance document development and revision controls by leveraging foresight to implement revisions to existing documents in a timely and effective manner.
- Develops recommendations to management regarding enrollment operations to streamline workflows and growth of the team.
- Identifies potential ways to enhance or improve services/workflow/technology and offers solutions to the Director or management team.
- Performs and/or oversees ongoing audits to ensure compliance with department guidance documents.
- Completes month-end items and tasks, including but not limited to preparing financial reports, updating KPI workbook with collected data, approving invoices, and account usage reports, independently or with Director of Patient Services
- Client-Related Operations:
- Provides support and guidance to PMs when needed to ensure that all client projects with an Enrollment Center component are delivered on time, in budget, and with greatest client satisfaction possible.
- Provides support and guidance to PMs when needed to monitor project timelines and ensure that deliverables are being met on time.
- Maintains a high-level understanding of the status of each project.
- Assists in the assignment of Enrollment Center team members to projects and general allocation of responsibilities and relay to PMs and team members accordingly.
- Monitors enrollment team capacity and ensure that resources are adequately planned for all Enrollment Center needs on client projects.
- Serves as a reviewer and approver of written content for the Enrollment Center deliverables such as pre-screening questionnaires, source documents, patient profiles, training documents, correspondence templates, etc.
- Answers client inquiries in a timely manner with minimal support.
- Maintains a relationship with the PM on projects using Enrollment Center services to be able to assist quickly with any problem.
- Remains involved in the project until the problem has been resolved.
- Internal Projects & Personnel Management
- Participates as a stakeholder in relevant internal projects when appropriate and if needed, serves in a project manager role for internal projects if appropriate.
- Provide leadership, guidance, and serve as a role model to direct and indirect reports.
- Responsible for team member development and performance evaluations as well as other employee personnel management related activities.
- Collaborates with Workforce Management Group when staffing adjustments are needed to support projects.
- Ensures quality trainings are conducted and team members are executing on processes appropriately.
- Develops, trains, and provides guidance to the Enrollment team on best practices, and cross selling/upselling of company’s services.
- Approves time entries for Enrollment Center team members
QUALIFICATION AND EDUCATION REQUIREMENTS- a 5-10 years of work experience in related fields or roles
- 3-5 years of personnel management experience
- Experience in a call center atmosphere preferred
- Education or experience in Healthcare Administration, Public Health, Clinical Research, or other related field strongly preferred.
- Working knowledge of clinical research methodology, protocol and study design, and IRB-approval processes.
- Demonstrable good judgment and problem-solving abilities.
- A history of attention to detail.
- Excellent verbal and written communication skills.
- Comfortable managing multi-faceted, fast-paced projects.
- Self-motivator and team leader.
- Keen customer service instincts.
- Strong technical skills
- Required: Salesforce, Microsoft suite, and Google suite
WORKING CONDITIONS
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers.
Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 9:30 a.m. to 3:30 p.m. and must work 37.5 hours each week to maintain full-time status. Occasional evening and weekend work may be required as job duties demand.
Moderate (10%)travel is required for this position.
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel. More in-depth information can be found in SOP's, working guidelines, policies, etc.
Elligo is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Elligo are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Elligo will not tolerate discrimination or harassment based on any of these characteristics. In addition, Elligo will provide reasonable accommodations for qualified individuals with disabilities.
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