Site Support Manager

Austin, Texas | Full-time

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Site Support Manager

Austin, Texas, United States  

Full-time

 

About SubjectWell

 

SubjectWell helps patients with chronic illness get access to innovative clinical research that provide new treatments and devices. We help doctor’s offices nationwide complete clinical trials faster by referring pre-qualified candidates to increase study enrollment.

 

We take everything that’s been learned about online marketing over the past 10 years and apply it to the problem of connecting patients to clinical trials. By doing so we address the single largest source of delays in bringing new, innovative treatments to market.

 

Our team is made up of a small group of talented individuals committed to delivering value to both our patients, clients, and our shareholders. We work in a friendly, open environment that promotes communication and the sharing of ideas.

 

About the Position

 In this role, the employee will support patient recruitment activity by acting as the primary point of contact for multiple research sites (doctor’s offices) who receive patient referrals from SubjectWell. The successful candidate will facilitate proper and timely communication to ensure that these sites have the support that they need to utilize our services, and that our patient referrals are progressing smoothly through the clinical trial process.


Responsibilities and Duties

  •  Provide the first line of technical and account support for the staff at clinical research sites using our customer portal, including:
    • Training sites and onboarding new sitesAnswering questions about SubjectWell’s tools and services
    • Ensuring that sites provide updates on patients in a timely manner
  • Provide study level support with sponsors and CROs including but not limited to:
    • Reviewing overdue feedback and our escalation process
    • Providing high level site portal training overview to study teams
    • Communicating to and with study teams about site updates, issues, concerns, challenges, pauses, and deactivations
  • Maintain frequent communication with the Account Management team and collaborate on any requests from clients that require communication with clinical research sites
  • Develop and implement team-wide and company-wide process improvement.
  • Be proactive, empathetic, and cheerful in interactions with site employees, and study teams.



Qualifications and Skills 

  • High Proficiency in computer software use, including Word, Excel, PowerPoint, and Outlook.
  • The ability to manage time and prioritize tasks in a fast-paced and frequently changing environment.
  • Attention to detail and ability to work simultaneously on multiple projects and priorities.
  • A clear, concise, and compassionate communication style.
  • Ability to work independently and proactively with excellent time management skills.
  • Critical thinking to improve services/processes/ convey issues to others, escalating issues and following up on issues as appropriate.
  • Customer service experience in a healthcare environment preferred.
  • Ability to work with and across different teams


Education  

  • High School diploma required; Bachelor’s Degree preferred.


Benefits 

  • Full Medical, Dental, and Vision Benefits
  • 401(k)
  • Company stock options
  • Paid time off
  • Paid holidays
  • Casual office