POSITION TITLE: Team Lead, Patient Experience
DEPARTMENT: Patient Recruiting- Patient and Site Solutions
Ora Values the Daily Practice of …
Prioritizing Kindness * Operational Excellence * Cultivating Joy * Scientific Rigor
At Ora, we are building the future of ophthalmic clinical research. As the world's leading full-service ophthalmic drug and device development firm, we guide our clients across all phases of clinical research to efficiently bring new products and therapies to market. Over the past 45 years, our expert teams have helped earn more than 85 new product approvals. Ora's pre-clinical and clinical models, unique methodologies, integrated clinical data solutions, and global regulatory strategies have been refined and proven across thousands of global projects. Today, our team continues to expand across the globe, with over 600 employees across North America, Europe, Asia, and Latin America.
The Role:
Ora Patient Experience team's primary focus is creating the best experience for every patient. Ora's Senior Team Lead is the first point of contact for recruitment staff and provides them with unlimited support and information. Their focus is to ensure that the day-to-day operations of the team are enhancing the patient's journey from first interaction to first study visit. We foster a patient-centric approach and build lasting relationships with our subjects. This position will identify and recruit prospective subjects using various platforms to participate in multiple clinical research studies. This position is responsible for screening and scheduling potential subjects; this includes but is not limited to learning and applying the clinical inclusion/exclusion criteria, updating the patient database(s), and tracking referrals from internal and external sources.
What You'll Do:
- Serve as first point of contact to recruiter questions and challenges pertaining to study protocol, use of technological systems, processes, and escalations
- Review and understand all relevant protocols and ensure that only high-quality subjects are scheduled for each study
- Create and regularly update study training materials and workflows to accelerate enrollment and streamline efficiency
- Conceptualize and execute self-directed team huddles (large or small groups) to re-train or upskill recruiters as identified
- Identify gaps in schedules and flag management and site ops team members of concerns regarding targets and challenges with quality site lists
- Review waitlists and patient referral lists on Recruitment Overview multiple times a week and independently manage callbacks or assign special projects to recruiters
- Format and upload study patient lists from third party vendors or clinic sites into systems for pre-screening and calling
- Update of vendor portals in compliance with vendor contracts
- Manage enrollment log for invoice reconciliation real-time
- Adhere to SOP's and WKI's to ensure process adherence for minimizing risk of calling patients in washout periods or duplicate scheduling across sites or studies
- Schedule patient transportation upon request by recruitment team or site staff direction and reconcile expenses monthly, by study and site
- Liaise between patients and sites for any issues such as payments, changes to study visits or patient accommodations, documenting and escalating to the study Project Manager and Associate Director of Strategic Site Operations
- Identify data management issues and escalate problems, implications and proposed solutions to management
- Help to maintain and update subject records and schedules in Ora's electronic internal database(s). Aid in ensuring all subject information is up to date in this system
- Call monitoring, feedback and assistance in KPI reporting management
- Create, test, and update recruitment templates in contact center systems such as call scripts and questions, SMS, and e-mails
- Assist with the creation of call lists, campaigns, campaign profiles, campaign filtering and skills
- Execute regular and ad-hoc reporting and analysis of data pertaining to scheduling, screen fail reasons, enrollment numbers, call log data, and make recommendations on call cadence and list uses
- Assist in the creation of IVRs and in requesting phone numbers and assigning them for marketing/new campaigns
- Adhere to all aspects of Ora's quality system
- Adhere to all essential systems and processes that are required at Ora to maintain compliance to Ora's data integrity & business ethics and regulatory requirements
Clear and sustained demonstration of Ora's values - - prioritizing kindness, operational excellence, cultivating joy and scientific rigor – as well as their linked behaviors
- Responsibilities may differ from the above based on the specific needs of the business
What We Look For:
Experience needed for the Role:
- Bachelor's degree with a minimum of 4 years in healthcare, communications or science related field preferred
- Prior work experience with clinical trial and/or patient recruitment for clinical trials. Years of experience may be considered in lieu of education
- 3 years' experience in a contact center environment
- Expertise and understanding of medical terminology (medications, chronic conditions, etc.)
Additional Skills and Attributes:
- Advanced Microsoft Excel capabilities (Ability to use VLOOKUP, XLOOKUP, filtering, duplication detection, CONCATENATE functions and create pivot tables)
- Ability to multitask and perform multiple critical tasks simultaneously
- Highly skilled in Microsoft applications (Word, Excel, Teams) and computer operations
- Self-starter with the ability to work as a team player as well as work independently
- Interpersonal skills with strong written and verbal communication skills
- Ability to work as a team player as well as independently with varying levels of management oversight and direction
- Use FDA/GCP/HIPPA guidelines and consistently apply these daily
- Ability to adapt to changes in protocols and or recruitment strategies
- Strong work ethic with self-motivated
Competencies and Personal Traits:
- What We Do:
- Execution Excellence: Ability to set goals, create structure and maintain a focused and collaborative approach to the delivery of timely and high-quality work.
- How We Do It:
- IQ, EQ and SQ: Agile and positive thinker, communicator and collaborator who uses a growth mindset to work and lead with authenticity, transparency, resilience, and empathy. Scientific, intellectual, and emotional/social curiosity creates the willingness and ability to innovate, make mistakes, learn and try again.
- Clear and Direct Communication, Feedback and Conflict Resolution: Practice radical candor in your communication and participate in active Giving and receiving feedback frequently, with an open heart and mind creates psychological safety and promotes faster, individual, team and company growth.
- Why We Do It:
- Seek Meaning and Purpose and a Desire to be Part of Something Bigger than Yourself: Crave being part of a team that works together under shared values to achieve significant positive impact in the wider world. At Ora, we are creating vision beyond what we see.
What We Offer:
- Well Being: Offering comprehensive healthcare options in Medical, Dental and Vision beginning day 1.
- Flexible PTO & Unlimited Sick Time: Providing you the freedom to unwind and recharge when you need to in addition to 14 company paid holidays.
- Financial: Competitive salaries along with a 401K plan through Fidelity with company match.
- Family Support Care: Adoption and fertility assistance provided along with offering 16 weeks paid Parental Leave.
- Company Paid Life & Disability Insurance: Offering peace of mind to help you and your family feel secure.
- Remote & Wellness Reimbursement: We'll reimburse you to support your remote workspace and wellness purchases.
- Employee Assistance Program: No matter what issues you're facing, New Directions is here to help you and your family.
- Career Development Opportunities: Continued opportunities to grow and develop your career journey.
- Global Team: Opportunities to work with colleagues across the globe.
- Impact: A chance to research new ophthalmic therapies that will impact patients across the globe.
Benefit Eligibility: Full-time employees of Ora working a minimum of 30 hours per week. Our per diem workforce is eligible for Medical and Dental coverage once they have hit 6 months of service and work an average of 30 hours per week.
Our mission is to weave together people, processes, and technology to support innovation in ophthalmology around the world. We believe our business should be a force for good — to improve, heal, and change how we see. As a global company, our vibrant community and culture are nurtured by our core values: Prioritizing kindness, cultivating joy, operational excellence, and scientific rigor. Through our commitment to these values, we have built an inclusive and supportive work environment that fosters respect, accountability, and a fulfilling work-life balance for every team member.
We know a diverse workforce adds to our collective value and strength as an organization. People of color, the LGBTQIA+ community, disabled candidates and veterans are strongly encouraged to apply. Ora is proud to be an Affirmative Action and Equal Opportunity Employer, committed to equal employment opportunity and fair, equitable compensation regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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