Senior Call Center Manager, Patient Recruitment

Delrichtresearch; New Orleans (LA); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Senior Call Center Manager to lead their patient recruitment efforts. This full-time position offers the chance to be part of a dynamic team in the healthcare sector, focusing on innovative clinical trials. You'll drive performance through effective team management, set ambitious goals, and ensure operational excellence. If you're passionate about healthcare and have a knack for leadership, this role is an exciting opportunity to make a significant impact in a growing organization.

Benefits

Medical, Dental, Vision

Generous Paid Time Off

401K with matching

Exceptional quarterly bonus plan

Voluntary travel to conferences

Qualifications

• 5+ years in Sales or Customer Service with a focus on management.
• Experience in a call center environment is essential.

Responsibilities

• Manage patient recruitment operations and team performance.
• Set recruitment targets and ensure consistent execution.

Skills

People Management

Customer Service

Sales Experience

Data Analysis

Problem Solving

Education

B.S or B.A from accredited university

Job description

Why DelRicht?

Are you looking to take your career to the next level? Have others told you that you are a wonderful manager? Would you love to be a part of cutting edge healthcare and science innovation? Do you want to be an influential part of a rapidly growing team? If the answer is yes, then DelRicht Research might be the right opportunity for you!

Who We Are

DelRicht is a clinical research company dedicated to providing an excellent customer experience to all patients that participate in our clinical trials. Our clinical trials provide new treatment options for our patients and, ultimately, our goal is to get new medications and medical devices FDA approved! We hold our team members to a high standard of excellence and are looking for energetic, positive, quick learners to be a part of our team.

DelRicht Research has been recognized as one of New Orleans Top Workplaces for 3 years in a row! This is a testament to our unwavering commitment to creating an exceptional work environment that fosters growth, collaboration, and employee satisfaction.

Please Note: This is a full time (M-F) onsite position located at our New Orleans headquarters. Preference given for local candidates, please no hybrid or remote applicants.

Senior Call Center Manager, Patient Recruitment’s Main Objective: In this role you will be responsible for the day to day management of patient recruitment operations, including performance oversight and people management.

What You Will Do:

The Senior Call Center Manager, Patient Recruitment will maintain all activities related to the patient recruitment of clinical trials for the company including but not limited to:

Team Performance Management

• Drive high performance by holding team members accountable to individual and team KPIs, expectations, and cultural standards.
• Conduct regular performance evaluations (including weekly 1on1s) and provide coaching to ensure continuous professional development.
• Develop clear performance improvement plans and track progress to maintain a high-performing team.

Growth & Development of Direct Reports

• Mentor and develop direct reports through structured training, feedback, and career development planning.
• Foster a growth mindset within the team by promoting learning opportunities, cross-training, and skill enhancement.

Goal Setting & Execution

• Set ambitious, data-driven patient scheduling and recruitment targets across studies and ensure consistent execution to meet or exceed goals.
• Partner with cross-functional leaders to align on priorities and ensure team deliverables support broader organizational milestones.

Leadership & Strategic Oversight

• Lead the development and execution of strategic initiatives to accelerate patient recruitment across multiple clinical trials.
• Set and communicate a compelling vision and aggressive performance goals aligned with organizational objectives.

KPI Development and Oversight

• Design and maintain performance dashboards and recruitment KPIs for real-time visibility into individual and team progress.
• Analyze trends, identify bottlenecks, and implement corrective actions to optimize team efficiency and patient recruitment flow.

Operational Excellence

• Standardize recruitment processes and ensure consistent implementation of best practices across the team.
• Oversee the development and refinement of recruitment reporting tools and analytics to inform strategic decisions.

Culture Building & Team Engagement

• Champion a results-oriented, collaborative, and inclusive team culture that values accountability and integrity.
• Recognize and reward high performance; proactively address behaviors misaligned with team values.

Stakeholder Communication

• Serve as the key liaison between patient recruitment and internal/external stakeholders to communicate performance updates and strategic shifts.
• Represent the team in leadership meetings, providing insight on progress, challenges, and resource needs.

Risk Identification and Mitigation

• Identify risks to patient recruitment timelines and develop contingency plans to mitigate delays.

Innovation & Continuous Improvement

• Stay abreast of industry best practices and innovative recruitment strategies; implement new tools or approaches to maintain a competitive edge.

The Right Candidate Will:

• Be reliable! Energetic! Positive!
• Focus on providing exceptional customer service and creating memorable experiences
• Encourage the growth of the team, providing continuous training and feedback, and be excited to develop culture.
• Have excellent interpersonal skills and be able to motivate and engage others
• Be remarkably organized
• Be skilled at problem solving, planning and being proactive.
• Have the ability to think critically and effectively resolve conflict
• Be results-driven and love to use data to look for ways to consistently improve

Skills Needed to Win:

• Required: 5 years of progressive and demonstrated experience in either a Sales or Customer Service occupation
• Required: At least 1 year experience in a call center/contact center environment
• Required: At least 5 years of demonstrable people management experience inclusive of performance reviews, terminations and hiring/interviewing
• Preferred: Healthcare industry experience
• Preferred: B.S or B.A from any accredited university
• Preferred: Certifications such as Certified Call Center Manager, Certified Workforce Management Professional, Certified Contact Center Supervisor or similar
• Required: Ability to travel interstate intermittently
• Coffee drinkers preferred. Tea drinkers accepted.

DelRicht Research’s Core Values: Production, Humility, Consistency

Production:

We deliver on our promises

We have a bias towards action: we value independent problem solving

We proactively over deliver: we can act without being told what to do and we always have new ideas that will be heard and will improve the company

Humility:

We support each other relentlessly

We always have enthusiasm: we exhibit passion and excitement about our work which leads to everyone having a ‘can do’ attitude

We embrace change: we are excited to always be growing and moving the organization forward which means change is the norm for us

Coachable: we all love to learn, we are willing to be taught and will adapt quickly

Consistency:

We always are able to execute: we get it right the first time and promote ‘touch it once’ accuracy

We have persistence: we demonstrate the tenacity and willingness to go the distance to get something done

We are calm under pressure: we can maintain stable performance when under heavy pressure or stress

Team Perks & Benefits at DelRicht Research:

• Medical, Dental, Vision
• Generous Paid Time Off that builds throughout your career with the company
• No nights or weekends
• 401K (+ discretionary match/profit sharing)
• Exceptional quarterly bonus plan that clearly outlines your bonus potential per quarter and giving the team the visibility and control to maximize earnings by hitting team goals
• Voluntary travel to nationwide conferences to learn about new clinical studies (US based, all expenses paid - who doesn't like free travel?)

Visit our website linked below to learn about our company and current clinical trials, see patient testimonials, and check out our careers page!

Website: www.delrichtresearch.com

Patient Testimonials: https://delrichtresearch.com/testimonials/

We are an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.