Job Description: Patient Engagement Supervisor (Player-Coach)
Location: Remote
Position Type: Full-Time
Compensation: Base Salary + Incentive Structure

Position Overview

The Patient Engagement Supervisor is a hands-on operational leader responsible for supervising and actively participating in daily patient recruitment activities across our clinical research site network. This role functions as a true “player-coach,” balancing personal call production goals with oversight, coaching, and performance management of a team of Trial Placement Coordinators (TPCs).

The Patient Engagement team serves as the front line of patient recruitment for industry-sponsored Phase I-IV clinical trials across Gastroenterology, CNS, Cardiometabolic, Dermatology, General Medicine, and other therapeutic areas. 

The ideal candidate has strong clinical research and/or healthcare call center leadership experience, thrives in a fast-paced, metrics-driven environment, and is comfortable both leading by example and directly contributing to recruitment performance through daily outreach activities.

This individual will play a critical role in driving patient engagement, improving conversion outcomes, supporting enrollment targets, and maintaining a positive patient experience throughout the recruitment process.

Key Responsibilities

Team Leadership & Coaching

• Supervise day-to-day operations of the Patient Engagement team, including inbound and outbound patient communications related to study interest, prescreening, follow-up, and appointment scheduling.
• Serve as a working supervisor by maintaining an individual call and conversion goal while leading the team.
• Monitor team productivity, call quality, responsiveness, and patient experience metrics.
• Provide real-time coaching, call feedback, and ongoing performance development to Trial Placement Coordinators.
• Foster a high-accountability, high-performance culture focused on recruitment outcomes and patient engagement quality.
• Assist with onboarding and training of new team members on call handling, prescreening workflows, objection handling, and study communication standards.
• Act as the escalation point for complex patient situations, scheduling issues, or challenging interactions.

Recruitment Operations

• Conduct high-volume inbound and outbound calls to prospective study participants using traditional recruitment methods, including lead follow-up, database outreach, referral follow-up, and re-engagement campaigns.
• Support patient recruitment efforts across multiple studies and therapeutic areas simultaneously.
• Ensure timely follow-up on patient inquiries and outbound outreach attempts to maximize engagement and conversion opportunities.
• Oversee patient movement through the recruitment funnel from initial contact through prescreening and scheduling.
• Maintain accurate documentation of patient interactions and recruitment activity within internal systems and recruitment platforms.
• Collaborate with Clinical Operations and study teams to ensure outreach aligns with protocol requirements and enrollment priorities.

Performance Management & Reporting

• Track and monitor individual and team KPIs, including:
• Outbound call volume
• Contact rates
• Prescreen conversion rates
• Appointment scheduling metrics
• Show rates
• Enrollment support metrics
• Analyze daily and weekly performance trends to identify opportunities for process improvement and coaching.
• Help implement workflows and operational improvements to increase efficiency and patient conversion outcomes.
• Provide recruitment performance updates and operational insights to leadership.

Cross-Functional Collaboration

• Partner with Marketing, Clinical Operations, and study teams to support recruitment initiatives and enrollment strategies.
• Assist with launch preparation for new studies, including workflow implementation, team readiness, and recruitment strategy execution.
• Ensure patient communications remain professional, compliant, empathetic, and aligned with study requirements.

Success in This Role Looks Like

• Trial Placement Coordinators are consistently meeting productivity and quality expectations.
• The supervisor successfully balances personal production goals with team leadership responsibilities.
• Patient inquiries and outreach efforts are handled promptly, professionally, and empathetically.
• Recruitment workflows operate efficiently and support study enrollment goals.
• Team conversion metrics, scheduling rates, and patient engagement outcomes improve over time.
• The Patient Engagement team maintains strong responsiveness and accountability in a fast-paced recruitment environment.

Qualifications

Required

• Bachelor’s degree preferred; equivalent relevant experience considered.
• 3-5+ years of healthcare call center experience required.
• 2+ years of experience supervising or leading call center teams in a metrics-driven environment.
• Experience managing high-volume inbound and outbound calling operations.
• Strong coaching and performance management skills with the ability to motivate and develop team members.
• Comfortable working in a player-coach environment with personal production expectations.
• Excellent communication, organization, and problem-solving skills.
• Strong attention to detail and ability to manage multiple priorities simultaneously.

Preferred

• Prior experience in clinical research, patient recruitment, healthcare operations, or clinical trials.
• Familiarity with patient prescreening workflows and recruitment metrics.
• Experience supporting multiple studies or therapeutic areas simultaneously.
• Experience working in environments without EMR-integrated recruitment workflows.