Bilingual Campaign Manager (Call Center Manager)

Austin, Texas, United States | Patient Recruiting | Full-time | COVID-19 remote

Apply

Bilingual Campaign Manager (Call Center Manager)

 

About SubjectWell 
SubjectWell is a venture-backed startup on an unstoppable mission to disrupt the antiquated $100 billion dollar clinical trial patient recruitment sector. Almost all clinical trials fall behind schedule, leaving patients unable to access the most promising treatments and pharmaceutical and biotech companies unable to quickly carry their innovations to market. SubjectWell was founded by two entrepreneurs on their third successful startup, to unlock the potential of a true marketplace for clinical trials. We leverage proven data science and performance marketing techniques to hit a hard reset to the massive patient recruitment challenge that sits at the critical nexus of speeding delivery of the best therapeutics to the world. 

Here's your chance to really make a difference, both in your career and in the lives of millions. 

 

About the position 
SubjectWell is hiring a Bilingual Campaign Manager in the United States to broaden our Spanish speaking patient population as well as add support to our growing offshore Call Center in Cape Town, South Africa.  This individual will be responsible for working alongside our Vice President of Global Operations to build our first Bilingual Patient Recruitment Team at SubjectWell.  This is an excellent opportunity to join our team as a strategic partner in Patient Recruitment to truly help shape and build a brand new team. 

Our Patient Recruitment Team is the first point of contact, speaking to thousands of patients a day from diverse backgrounds across the globe who typically are not aware of clinical trials or how to get started. Whether patients are healthy or have a chronic condition, our goal is to match patients with clinical trial opportunities by educating them on the benefits of clinical trial participation and holding their hand through the process.  

The Bilingual Campaign Manager will play a key role in developing processes and framework needed to build out our first Spanish speaking Call Center.  This person will be responsible for hiring and developing talent as well as nurturing a team environment that results in open collaboration, strong business results and improved patient experience.  The Bilingual Campaign Manager will also be responsible for managing and influencing the performance of our Bilingual Clinical Trial Recruiters, while driving improvement and growth of our Call Center operations.  The Bilingual Campaign Manager will lead a high-performance culture by managing, inspiring, and motivating a small team to ensure operational excellence, high employee engagement and service improvement is achieved.   

 

Responsibilities and Duties 

  • Partner with Vice President of Global Operations to develop and establish contact center goals, implement a bilingual engagement and communication model, and drive overall performance.   
  • Build collaborative relationships with offshore call center leadership team that fosters productive partnerships and works towards process improvement. 
  • Hire and motivate a small team of experienced bilingual medical professionals in Clinical Trial Recruiter positions who screen a high volume of patients per day for potential clinical trials. 
  • Design new processes and procedures needed to successfully launch new bilingual call center team. 
  • Prepare reports and analyze contact center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.  
  • Ensure staff members are achieving desired service levels and taking corrective action, as needed.  
  • Provide strategic oversight, developing tools and assessing call center effectiveness and efficiency. 
  • Maintain awareness of individual study criteria to ensure team is screening calls accurately and study specific goals are met. 
  • Ensure quality standards are being met while providing real-time feedback to Bilingual Clinical Trial Recruiters to quickly improve agent performance.  
  • Develop and best-fit improvement plans and make recommendations and or adjustments based on employee and patient feedback.  
  • Responsible for delivering continuous enhancements to patient interaction and ensuring that quality assurance, compliance, legal and regulatory obligations are met during all customer interactions.   
  • Act as the voice of patients, championing change and improvements across the patient experience.  

 

Qualifications and Skills 

  • Bilingual in English and Spanish, both verbal and written. 
  • 3+ years of call center management experience, preferably within the healthcare industry. 
  • Strong communication skills with the ability to translate SubjectWell’s English material into Spanish. 
  • Desire to tackle complex challenges and transform them into solutions. 
  • Experienced in managing multiple priorities, with the ability to work in a fast-paced environment 
  • Demonstrates positive and professional leadership behavior to drive employee satisfaction. 
  • Exemplary attendance and punctuality with the ability to work a flexible schedule that may include evenings and weekends. 
  • Ability to work independently and proactively with excellent time management skills. 
  • High proficiency in computer skills including Microsoft Office. 
  • Proficient in the English language with outstanding interpersonal and communication skills, both written and verbal. 

 

Benefits 

  • Fully paid Medical, Dental, and Vision benefits for employee and immediate family  
  • 401(k) with 3% employer contribution 
  • Company stock options 
  • Flex PTO policy 
  • Casual office